LR News No. 28 (15th Anniversary Edition)

A Message from the Land Registrar

In the first 15 years of operation, the Land Registry Trading Fund has transformed the quality of services given to every professional and every member of the public who seeks to deal with property in Hong Kong and needs information about ownership or interests in land. By constant investment in systems to improve services and constant focus on understanding and responding to customer needs, the few hundred men and women of the Land Registry have helped dozens of banks, hundreds of law firms, thousands of businesses and millions of people go about their business and lives with greater ease, greater security and less worry.

The next 15 years promise even more improvement in the quality of service we offer to Hong Kong. The foundations for replacing our old deeds register with an effective system of title registration have already been laid. This will give greater clarity, security and convenience to dealing in property. Within the next 15 years I hope to see most, if not all, property in the city brought under the new system. I also expect to see the introduction of further collaboration between the Land Registry, other Government Departments and private sector partners to increase the efficiency of existing services and to extend the range and flexibility of services offered so as to better meet ever changing public needs.

As in the past, so for the future, at the heart of all our endeavours is the human touch, the smile, the commitment to help, the daily effort to make business processes, information technology and legislation work well for the benefit of this city and all who live here. As we celebrate our 15th anniversary I am grateful for the recognition that has been given by so many of the public to the good work done by individual staff of this department. I commend every one of them for their contribution and welcome their commitment to continue to give their very best to the community we serve together.

K A SALKELD, J.P. The Land Registrar & General Manager The Land Registry Trading Fund, Hong Kong

From the Past to Future

The Land Registry was formed in May 1993 to take up land registration and owners' corporation registration functions from the Land Office on the disestablishment of the Registrar-General's Department. In August 1993, it became one of the first trading fund departments. The trading fund provides the Land Registry with financial flexibility to invest in office automation and information technology projects to improve services to meet changing needs and the rising aspirations of customers.

Since its establishment, the Land Registry has introduced many service improvements as it transformed itself into a user-friendly information technology department focused on customer service and communication. The Direct Access Services (DAS), a fully automated land search facility enabling subscribers to conduct searches of land records through computer terminals at their own offices commenced in 1995. Successful completion of the project also involved the conversion of around one million paper New Territories land registers into computerized land registers to allow the application of DAS throughout the territory.

Following the implementation of DAS, another automation project commenced in 1996 where all registered land documents were scanned and recorded on optical disks as electronic images. The Document Imaging System automates the manual process of storage, retrieval, reproduction of land documents offering customers with fast and convenient land search services. This exercise involved the conversion of 144 million land documents into electronic images.

The service improvement projects also allow the introduction of Cross District Search service in Central Search Office in Queensway in 1999 so that customers can conduct land searches on properties located anywhere in Hong Kong. Before implementation of Cross District Search, customers had to visit the individual New Territories District Land Registry to conduct land searches on properties located in that particular district.

To further enhance search services, the Colour Imaging of Plans project commenced in 2002 to store colour plans in electronic images. Approximately 3.5 million plans attached to registered documents were converted into electronic colour images and stored securely on CD-ROMs for filing and retrieval in November 2002 providing high quality colour plans to customers. Under the same system, all Block Government Leases were converted into colour images also and completed in February 2003 enhancing the preservation and storage of these historical documents.

To improve the operations and services of the Land Registry even further, a Strategic Change Plan was formulated in 1997. This set out the vision for the Land Registry to change to a fully computerized and integrated land registration and search system offering convenient speedy and cost-effective services. The main components developments to achieve this vision were the introduction of central registration, a one-stop search service without geographical restrictions, and guaranteed land title. The Integrated Registration Information System (IRIS) enabling central registration and integrated services was launched on 12 February 2005. It replaced the fragmented systems (i.e. Land Registration System, Direct Access Services and Document Imaging System). It also replaced the district-based land registration mode adopted since 1905 by a Central Registration System. With the introduction of IRIS, search of land records can be conducted over the internet for 16 hours a day, seven days a week.

The introduction of central registration marked the completion of a process to create a unified land registration service. It was an essential precondition to the efficient introduction of title registration. The present land registration system in Hong Kong is a deeds registration system governed by the Land Registration Ordinance. Under the system, instruments affecting real properties are lodged with the Land Registry for registration. It has been in operation since 1844. Hong Kong is one of the few advanced common law jurisdictions that still operates a deeds registration system for recording interests in land and property rather than a system of registration of title. To improve the efficiency and security with which property could be dealt with so as to better serve the public and professionals engaged in property related business, the Land Titles Ordinance was enacted on 7 July 2004. It will pave the way to the introduction of a new registration system which will provide certainty to ownership and interests in land, and as a result bring substantive benefits to the community. The title register itself is proof of title, rendering it unnecessary to review historical title deeds to establish title as at present. This will simplify conveyancing procedures. Commencement of this legislation was made conditional on the completion of an extensive review. This review has determined that further legislation is needed before the new title registration system is brought into effect. Preparation of the additional legislation is now underway.

Update :

1. IRIS Enhancement

The Land Registry continues to apply enhancements to the IRIS to improve its functions and services. In December 2007, IRIS was moved to a government data centre. This new data centre offers better secure protection and is better equipped with support facilities such as backup power supplies.

Between November 2007 and July 2008, the following enhancements to IRIS were implemented:

• Addition of a new function for IRIS subscribers to sort their search orders in the account statement by date or by login ID;
  
• Increase in the maximum number of orders per transaction for IRIS subscribers from 20 to 30; and
  
• Tuning of the IRIS infrastructure to improve system performance and resilience.

The Land Registry will implement more enhancements in the second half of 2008. This will further improve services to the public.

2. Land Titles Ordinance

The Land Registry has completed review of the third working draft of the Land Titles (Amendment) Bill prepared by the Law Draftsman. Revisions have been proposed and the Law Draftsman will prepare a fresh draft of the bill for consideration.

Review of major issues, including the operation of the rectification and indemnity provisions and the mechanism for conversion of existing land to title registration system, is also underway. Proposals for amendments are being considered.

Consultation with various departments in relation to issues of interface between the Land Titles Ordinance and other ordinances has also started. Initial comments have been received. The Land Registry will continue to work with the relevant departments to resolve any issues of conflict or inconsistency.

3. E-Memorial Form

As reported in the last issue, the Land Registry has posted an electronic Memorial template in PDF format on its website (http://www.landreg.gov.hk) for free download. This new free service provides a print-on-demand alternative to the conventional paper form. The e-Memorial Form is gaining popularity; the usage has increased from 0.5% of total lodgement at its launch to an average of over 20% in the recent months.

To provide greater user appeal, we are planning an upgrade to the features of the e-Memorial Form to help all users improve the efficiency of business. Views on electronic services for registration of deeds, such as electronic lodgement, were also collected for planning purpose. Details of the enhanced e-Memorial Form including launch schedule will be announced after analyzing the survey findings.

Best Frontline Staff Award

To foster a culture of good customer service, the Land Registry launched its Best Frontline Staff Award in April 2007. The objective of the award is to recognize quality performance and achievements of staff in customer service and to motivate staff in putting our value into practice: always seeking excellence in service and performance. Results of the Best Frontline Staff Award for the 4th Quarter 2007 and 1st Quarter 2008 were announced as follows:

4th Quarter 2007
Team Award : Deeds Lodgement Unit
Individual Award : Ms. LEE Fung-yee, Grace, CA/Document Processing Section

1st Quarter 2008
Team Award : Customer Services and Administration Section
Individual Award : Miss LIM Nyuk-chiang, Janet, CA/ Yuen Long Search Office

The award presentation ceremony was held on 1 February and 5 May respectively and the Land Registrar was invited to present the awards to the above winners. The result has also been uploaded on the Land Registry website (http://www.landreg.gov.hk).

"Customer Management Assessment 101"

With support from the Efficiency Unit, we have started the "Customer Management Assessment 101" exercise. This is a structured self-assessment programme to identify potential improvement areas to support continuous improvement in customer management. The exercise kicked-off in January 2008 and has already provided a number of recommendations for developing better segmentation of services for different groups of customers and improving customer service co-ordination and management. Measures to address these recommendations are being developed.

Knowledge Management System in the Land Registry

Learning is one of the core values of the Land Registry. To facilitate easy and free sharing of experience and knowledge within the department, we have launched the Knowledge Management System (KMS), which is accessible to all staff members. The KMS provides a platform for systematic transfer of knowledge to encourage organizational learning through sharing.

The Land Registry has set up a dedicated project team to develop the KMS. The team reviewed and codified all of the registration-related cases and guidelines, converted the paper files into electronic format, and uploaded the well-structured materials into the system by phases. As of end of May 2008, about 4,000 items have been captured in the system for search.

IT Security and Briefing Sessions on Security Protection of Electronic Information

To better protect the security of personal and classified information, the Land Registry have introduced new guidelines to safeguard the electronic information held by the Land Registry.

To heighten awareness of staff towards the recent IT security incidents and to strengthen their knowledge on IT security, briefings on "Security Protection of Electronic Information" were held from 10 to 19 June 2008. A total of 18 sessions were conducted and 595 Land Registry staff attended the briefings.

15th Anniversary

The Land Registry Trading Fund approaches its 15th Anniversary in August 2008. The anniversary marks a milestone for the department's development and is an opportunity to showcase the Land Registry's services and contributions to the community as well as to introduce new initiatives to the public. It is also a special time for us to pay tribute to our customers for their support over the years and to the staff of the Land Registry for their hard work.

The celebration commences with some "warm-up" activities including a 15th Anniversary poster/slogan/logo design competition amongst staff, distribution of souvenirs to mark the occasion, production of a corporate video and a special edition of Land Registry News. The culmination will be an anniversary reception cum exhibition on Land Registry's work and future plans, to be held in late October 2008.

Revamp of the Land Registry Homepage

The Land Registry's homepage is a comprehensive source of news and information on our core business and progress of development projects conveniently accessible to people throughout the world twenty-four hours a day. Our homepage (http://www.landreg.gov.hk) provides user-friendly navigation features and is available in Traditional Chinese, Simplified Chinese and English versions. It provides users with access to all main Land Registry publications and a quick-link directly to the IRIS Online Services (http://www.iris.gov.hk). We regularly update and enhance the contents of our website. In 2007/08, there were 2,658,670 visits to the homepage, an increase of 10% compared to 2006/07. From our website survey, 38% visitors rated it as good and above. To ensure that our homepage is informative and user-friendly, we have invited a contractor to revamp our homepage in September 2007. The new homepage was rolled out on 1 April 2008.

Job Shadow Day

In support of nurturing our younger generation, we have partnered with Junior Achievement Hong Kong to organize a one-day Job Shadowing Programme for students for the second year running. By joining the programme, we hold the mission to help develop youth, to enable them to take an up-close look at the world of work, to learn from the experienced workplace mentors, to discover their potentials and to develop their career aspirations.

The Job Shadow Day was conducted on 20 February 2008 for 20 Fifth Form and Sixth Form students from SWCS Chan Pak Sha School. A mentor was assigned to every two students to guide them through the work in a normal working day. The day commenced with an opening remark by the Registry Manager. Through the one-day programme, students were able to build up their confidence through completing simple tasks assigned to them by the mentors. Both mentors and students benefited from the programme and enjoyed the event.

Customer Service Survey

We have taken the following follow-up actions on the comments of our customers for continuous service improvement in the mid-term customer service survey:

· Extend service hours for return of stopped deeds to include lunch hours with effect from 3 January 2008;
· Assign a Floor Manager to assist customers at the Customer Centre;
· Set up additional service/payment counters/IRIS self-service; terminals/counter workstations to minimize the waiting time for service;
· Improve signages to guide customers to their required services; and
· Improve the overall ventilation system to provide a comfortable environment for customers.

An essential ingredient of quality service is listening to those we serve. In anticipation that the community we serve will continue to challenge and support us as we strive to deliver the best quality service, a full-scale customer service survey will be conducted in the 3rd quarter of 2008. The aims are to benchmark progress since the last major survey, identify priorities for improvement in existing services and expectations for developments of future services.

Performance Pledges for 2008/09

Through continuous good teamwork and staff dedication, the Land Registry has achieved all the performance pledges set for 2007/08. We are glad that the targets set for all services were met by 100%.

As part of our continuing commitment to improve the quality and efficiency of services that we provide, we have reviewed our performance pledges and improved some of our service standards. The deeds registration process comprises two main working procedures: updating of land registers and imaging of registered deeds. For clarity and greater transparency, the service standard of 16 working days for registration of land documents in 2008/09 has been split between the two main working procedures: 12 working days for updating the land register with the registered deed and 4 working days for completion of imaging and return of the registered deed to the lodging party. Besides, we have raised the performance targets for registration of documents (from 90% to 92%), counter search of computerized land registers (from 96% to 97%), supply of imaged copies of land records (without oversize plans) over the counter (from 96% to 97%), Sale of Memorial Day Book (from 97% to 98%), Sale of Monthly Memorial Information on Mortgage Transactions (from 97% to 98%) and telephone enquiry services (from 90% to 92%). We have also enhanced the service standards for supply of certified copies of computerized land registers and imaged copies (without oversize plans) over the counter (from 1 hour to 50 minutes).

The leaflet on the performance pledges for 2008/09 has been released on 17 June 2008 and copies are available for collection at any office of the Land Registry. A table showing the actual performance for major services of the Registry in 2007/08 and enhanced service standards and performance targets for 2008/09 are given below:

Sale of the Street Index (40th Edition) and NT Lot/Address Cross Reference Table (9th Edition)

The 40th edition of the Street Index and the 9th edition of the New Territories Lot/Address Cross Reference Table (CRT) are available for sale from 28 April 2008. Since the 39th edition of the Street Index, 890 amendments have been made and 8 new streets and 64 new lots / sections / subsections have been added to the Street Index data. As for the CRT, 3,540 amendments have been made and 17 new streets and 1,377 new lots / sections / subsections have been added to the CRT data since the 8th edition.

The price of the Street Index or the CRT is HK$250 per compact disc. The licence fees for a computer network linked with less than 50 terminals and a computer network linked with 50 terminals or more are HK$2,000 and HK$4,000 respectively.

Closure of Tuen Mun Search Office and Relocation of Owners' Corporation Services to Tsuen Wan Search Office

Demand for services at the Tuen Mun Search Office had remained at a low level and the number of customers using the office had been ever-declining. After review, we have decided to close the Tuen Mun Search Office with effect from 5 May 2008. After closure, counter search services continue to be provided at our Customer Centre in Queensway Government Offices and the Search Offices at Shatin, Tai Po, Tsuen Wan and Yuen Long. Customers can also conduct internet searches at http://www.iris.gov.hk. The owners' corporation services previously provided at the Tuen Mun Search Office have been taken up by the Tsuen Wan Search Office. All customers, stakeholders including owners' corporations in Tuen Mun district were informed of the new arrangements before closure of the search office.

International ICT Expo 2008

To promote the use of the "IRIS Online Services" and "e-Memorial Form", the Land Registry participated in the International ICT Expo 2008 held from 14 to 17 April 2008 at HK Convention and Exhibition Centre. In all, about 6,700 visitors visited the Government Pavilion at which the Land Registry and other bureaux/departments showcased the new e-government services. Over 300 enquiries were received in respect of our IRIS On-line Services.

Caring for the Community

• Award of Civil Service Voluntary Action by SCS

To promote volunteerism in the civil service and to celebrate the 10th anniversary of the establishment of the Hong Kong Special Administrative Region, the Civil Service Bureau organized a "Civil Service Volunteer Action" campaign in 2007. Volunteer Team of the Land Registry participated in the campaign and held 14 activities. The Secretary for the Civil Service (SCS) presented three awards, namely: "Teams with Highest Participation Rate - Silver Award", "Ten-year Service Award" and "Certificate of Appreciation" to our staff representatives at the presentation ceremony held in January 2008.

• Award of "Caring Organization Logo 2007/08"

The Caring Company Scheme, organized by the Hong Kong Council of Social Service in 2002, aims at building a caring community spirit through cultivating corporate citizenship and strategic partnership among business, public and social service sectors. The Land Registry continues to participate in the scheme and was awarded the Caring Organization Logo in February 2008 in recognition of its achievements in the areas of volunteering, employing friendly, employing vulnerable, caring for the environment and giving.

• 2008 Standard Chartered Hong Kong Marathon

The Standard Chartered Hong Kong Marathon is a big event that helps to raise funds for the Hong Kong Paralympics Committee and Sports Association. Colleagues of the Land Registry attended this event unremittingly since 2002. This February, 8 colleagues formed two corporate teams (men and women) to participate in the 10 km race and raised donations for the disabled athletes.

Controlling Officer's Environmental Report

The 2007 Controlling Officer's Environmental Report of the Land Registry, covering the work we have done in the last year as well as our future initiatives and targets on green management, was released in July 2008 through our website at http://www.landreg.gov.hk/en/public/control.htm (for English version) and http://www.landreg.gov.hk/tc/public/control.htm (for Chinese version). You are most welcome to browse our report and provide your comments on our work. With your valuable support, we believe that we could work together for a sustainable environment.