Comparison of pre-IRIS and post-IRIS Performance Pledges

Vision, Mission, Values

Land Registrar's Statement

Highlights of 2005/06

Business Volume in 2005/06

Comparison of pre-IRIS and post-IRIS Performance Pledges

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Service Type					Pre-IRIS			Post-IRIS
					2004/05			2005/06
					Service Standard	Performance Target (% meeting service standard)	Actual Performance (% meeting service standard)	Service Standard	Performance Target (% meeting service standard)	Actual Performance (% meeting service standard)
	Registration of Instruments				20 working days	97	100	*18 working days	90	93
	Search of Land Records
	•	“All Services” service			30 minutes	97	100	Replaced. All search outlets now offer “All Services” service	-	-
		at the Central Search
		Office





	•	Counter Search of			20 minutes	97	100	*18 minutes	95	100
		computerized land
		registers
	Supply of Imaged Copies of Land Records
	Over the counter
	•	Without oversize plans			20 minutes	97	100	*18 minutes	95	100
	•	With oversize plans			-	-	-	#5 working days	97	98
	Order via electronic services
	•	Collection in person
			Without oversize plans		½ working day	97	100	(Service standards changed, please see below)	-	-




			Without colour plans		-	-	-	#1 working day	97	100


			With colour plans		-	-	-	#3 working days	97	100

			With oversize plans		-	-	-	#5 working days	97	98


	•	Delivery by post or courier
			Without oversize plans		Dispatch within 1 working day	97	100	(Service standards changed, please see below)	-	-
			Without colour plans

			-	Orders placed	-	-	-	#Dispatch within 1 working day	97	100
				before 6:00 p.m.


			-	Orders placed after	-	-	-	#Dispatch within 2 working days	97	100
				6:00 p.m. or on
				Saturdays, Sundays
				& public holidays
			With colour plans		-	-	-	#Dispatch within 3 working days	97	100
			With oversize plans		-	-	-	#Dispatch within 5 working days	97	98
	Supply of Certified Land Records
	Over the counter
	•	Computerized land			½ working day	97	100	*1 hour	90	100
		registers
	•	Imaged copies			3 working days	97	100	-	-	-
		without plans
	•	Imaged copies			-	-	-	#1 hour	90	100
		without oversize
		plans
	•	Imaged copies with			5 working days	97	100	-	-	-
		plans
	•	Imaged copies with			-	-	-	#5 working days	97	98
		oversize plans
	Order via electronic services
	•	Collection in person
			Computerized land		2 working days	97	100	1 working day	97	100
			registers
			Imaged copies		5 working days	97	100	-	-	-
			-	Without oversize	-	-	-	#3 working days	97	100
				plans

			-	With oversize plans	-	-	-	#5 working days	97	98
	•	Delivery by post or courier
			Computerized land
			registers
			-	Orders placed	-	-	-	#Dispatch within 1 working day	97	100
				before 6:00 p.m.


			-	Orders placed after	-	-	-	#Dispatch within 2 working days	97	100
				6:00 p.m. or on
				Saturdays,
				Sundays & public
				holidays
			Imaged copies without		-	-	-	#Dispatch within 3 working days	97	100
			oversize plans


			Imaged copies with oversize plans		-	-	-	#Dispatch within 5 working days	97	98


	Sale of Memorial Day Book (MDB)
	•	Approval of MDB			2 working days	97	100	2 working days	97	100
		applications
	•	Delivery of MDB			Dispatch within 1 working day excluding Saturdays	97	100	Dispatch within 1 working day excluding Saturdays	97	100
		diskettes by
		courier/counter
		collection


	Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)
	•	Approval of MMIM applications			2 working days	97	100	2 working days	97	100

	•	Delivery of MMIM diskettes by courier			Dispatch within 6 working days excluding Saturdays at the beginning of the month	97	100	*Dispatch within 5 working days excluding Saturdays at the beginning of the month	97	100






	Telephone Enquiry Services
	•	DAS Help Desk			Successful connection to a live operator within 1 minute	95	100	Replaced by an interactive Customer Service Hotline with 24-hour access and answer by live	-	-
	•	All other enquiries			Answered not later than the 5th ring	95	100	operator during office hours	-	-
	•	Voice mail left during			-	-	-	#Return calls within 60 minutes after receiving the voice mail	90	100
		office hours





	•	Voice mail left after			-	-	-	#Return calls before 10:00 a.m. on the next working day	90	98
		office hours

*Enhanced Service Standard
#New Performance Pledge

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