Annex I
(a) 2008/09 Performance Pledges

	Service Type		Service Standard				Performance Target (% meeting service standard)		Actual Performance (% meeting service standard)
			Working Day(s)		Minutes
	1.  Registration of land documents		16 (a+b)				92 (See Note 2)		94
	(a) From receipt of a deed to updating the land register with the registered deed (See Note 1) ; and		(a) 12
	(b) Completion of imaging and return of the registered deed to the lodging party (See Note 1)		(b) 4
	2.  Counter search of computerised land registers				15		97 (See Note 2)		100
	3.  Supply of imaged copies of land records (a) Over the counter
	(i) Without oversize plans				15		97 (See Note 2)		100
	(ii) With oversize plans		5				97		100
	(b) Order via online services
	(i) Collection in person
	Without colour plans		1				97		100
	With colour plans		3				97		100
	With oversize plans		5				97		100
	(ii) Delivery by post or courier
	Without colour plans
	– Orders placed before 6 pm		1				97		100
	– Orders placed after 6 pm or on Saturdays, Sundays & public holidays		2				97		100
	With colour plans		3				97		100
	With oversize plans		5				97		100
	4.  Supply of certified copies of land records (a) Over the counter
	(i) Computerised land registers				50 (See Note 3)		96		100
	(ii) Imaged copies without oversize plans				50 (See Note 3)		96		100
	(iii) Imaged copies with oversize plans		5				97		100
	(b) Order via online services
	(i) Collection in person
	Computerised land registers		1				97		100
	Imaged copies
	– Without oversize plans		3				97		100
	– With oversize plans		5				97		100
	(ii) Delivery by post or courier
	Computerised land registers
	– Orders placed before 6 pm		1				97		100
	– Orders placed after 6 pm or on Saturdays, Sundays & public holidays		2				97		100
	Imaged copies without oversize plans		3				97		100
	Imaged copies with oversize plans		5				97		100
	5.  Sale of Memorial Day Book (MDB)
	(a) Approval of MDB applications		2				98 (See Note 2)		100
	(b) Delivery of MDB data files		1				98 (See Note 2)		100
	6.  Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)
	(a) Approval of MMIM applications		2				98 (See Note 2)		100
	(b) Delivery of MMIM data files		5				98 (See Note 2)		100
	7.  Amendment of Registered Data
	(a) Simple Cases		3				90		97
	(b) Complicated Cases		10				90		98
	8.  Telephone enquiry services
	(a) Voice mail left during office hours		Return calls within 60 minutes after receiving the voice mail				92 (See Note 2)		100
	(b) Voice mail left after office hours		Return calls before 10 am on the next working day				92 (See Note 2)		100
	9.  Handling of suggestions / complaints		Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is				–		–
			not possible, an interim reply will be sent within this period.

Note 1: Excluding deeds withheld from registration
Note 2: Enhanced performance target
Note 3: Enhanced service standard

(b) 2009/10 Performance Pledges

	Service Type		Service Standard				Performance Target (% meeting service standard)
			Working Day(s)		Minutes
	1.  Registration of land documents		16 (a+b)				92
	(a) From receipt of a deed to updating the land register with the registered deed (See Note 1) ; and		(a) 12
	(b) Completion of imaging and return of the registered deed to the lodging party (See Note 1)		(b) 4
	2.  Counter search of computerised land registers				15		97
	3.  Supply of imaged copies of land records (a) Over the counter
	(i) Without oversize plans				15		97
	(ii) With oversize plans		5				97
	(b) Order via online services
	(i) Collection in person
	Without colour plans		1				97
	With colour plans		3				97
	With oversize plans		5				97
	(ii) Delivery by post or courier
	Without colour plans
	– Orders placed before 6 pm		1				97
	– Orders placed after 6 pm or on Saturdays, Sundays & public holidays		2				97
	With colour plans		3				97
	With oversize plans		5				97
	4.  Supply of certified copies of land records (a) Over the counter
	(i) Computerised land registers				50		97 (See Note 2)
	(ii) Imaged copies without oversize plans				50		97 (See Note 2)
	(iii) Imaged copies with oversize plans		5				97
	(b) Order via online services
	(i) Collection in person
	Computerised land registers		1				97
	Imaged copies
	– Without oversize plans		3				97
	– With oversize plans		5				97
	(ii) Delivery by post or courier
	Computerised land registers
	– Orders placed before 6 pm		1				97
	– Orders placed after 6 pm or on Saturdays, Sundays & public holidays		2				97
	Imaged copies without oversize plans		3				97
	Imaged copies with oversize plans		5				97
	5.  Sale of Memorial Day Book (MDB)
	(a) Approval of MDB applications		2				98
	(b) Delivery of MDB data files		1				98
	6.  Sale of Monthly Memorial Information on Mortgage Transactions (MMIM)
	(a) Approval of MMIM applications		2				98
	(b) Delivery of MMIM data files		4 (See Note 3)				98
	7.  Telephone enquiry services
	(a) Voice mail left during office hours		Return calls within 60 minutes after receiving the voice mail				92
	(b) Voice mail left after office hours		Return calls before 10 am on the next working day				92
	8.  Amendment of Registered Data
	(a) Simple Cases (i.e. Rectification of land registers based on Memorial information)		3				90
	(b) Complicated Cases		10				90
	9.  Registration of withheld deeds redelivered for registration (See Note 4)		16 (a+b)				90
	(a) From receipt of a withheld deed redelivered for registration to updating the land register with the registered deed; and		(a) 12
	(b) Completion of imaging and return of the registered deed to the lodging party		(b) 4
	10.  Handling of suggestions / complaints		Replies to suggestions or complaints will be sent within 10 calendar days of their receipt. If this is				–
			not possible, an interim reply will be sent within this period.

Note 1: Excluding deeds withheld from registration
Note 2: Enhanced performance target
Note 3: Enhanced service standard
Note 4: New performance pledge