Performance Pledges |
The Land Registry launched the performance pledges since 1993, which are reviewed annually. In 2009/10, we
exceeded all the performance pledges and introduced further enhancements in our pledges or service standards.
In particular, we introduced a new performance pledge for registration of re-submitted stopped deeds in 16
working days. We also enhanced performance target in the supply of certified copies of computerised land
registers and imaged copies without oversize plans over the counter from 96% to 97%, and enhanced service
standard in the delivery of Monthly Memorial Information on Mortgage Transactions data files from five to four
working days. We will continue our commitment to improve the quality and efficiency of services. |
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Customer Services
Service is at the core of the Land Registry's mission. Our aim is to deliver value-for-money quality services to our
customers, and to foster partnership of trust with our existing and prospective customers. To this end, we
strengthened our dedicated Management and Customer Services Division during the year to meet the growing
expectation of customers.
(i) Customer Feedback
In 2009/10, the Land Registry received 1,036 commendations through the customer service hotline, Land
Registry's homepage, comment cards, letters and emails. This represents a significant increase of 167% from
2008/09.
The chart below shows the customer satisfaction rate drawn from feedback through comment cards:
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We also received 13 suggestions and 25 complaints in 2009/10. All the suggestions and complaints were
promptly addressed and fully responded to help us strive for continuous service improvements.
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(ii) Civil Service Outstanding Service Award Scheme
2009
In recognition of the Land Registry's achievements
and continuous efforts in providing quality services
to the public, the department was awarded the First
Runner-up of the Service Enhancement Award (Small
Department category) in the Civil Service
Outstanding Service Award Scheme 2009
organised by the Civil Service Bureau. |
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(iii) The Ombudsman's Awards 2009
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The Land Registry received the Public Organisation Award in the Ombudsman's Awards 2009. The award
was a recognition of the department's positive and supportive stance towards the Ombudsman's
investigations of complaints, which helped bring about improvements in service quality and promote fairness
in public administration.
(iv) Customer Management Assessment Framework
(CMA 101)
CMA 101 is a structured self-assessment programme launched by the Efficiency Unit to help departments
identify potential improvement areas and support continuous enhancement in customer management.
As one of the pilot participating departments, the Land Registry completed the exercise in July 2008 and
drew up a high level action plan for monitoring implementation of enhancement initiatives.
The initiatives delivered in 2009/10 included “validation and updating of customer records” and
“categorisation of customer feedbacks” which assisted in promoting a customer centric culture and effective
handling of the suggestions and responses of the customers. We would further work on the remaining items
according to the action plan.
(v) Customer Service Survey
A customer service survey was conducted in March 2010 to gauge the customer satisfaction level of Land
Registry's services and for identifying areas for enhancing the services.
About 450 customers' opinions were collected. The overall satisfaction rate of our services is over 84%.
Results on the major service areas are listed below: |
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| Overall Satisfaction Rate (%) |
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| Service |
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| Lodgement of Deeds |
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| Counter Search |
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| IRIS Online Services |
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The survey also tapped customers' views on e-Memorial Form and title registration system. Comments
received provided valuable information for planning the projects. |
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(vi) Interactive Voice Response System (IVRS)
The functions and capacity of the IVRS of the Land Registry's customer service hotline (3105 0000) was
further improved in 2009/10 to enhance system security and add convenience to customers:
- fax requests from callers without caller-IDs displayed disallowed so as to strengthen the security of the
system;
- number of service telephone lines doubled from 12 to 24; and
- call flow streamlined by moving popular options such as “talk to operator” forward in the menu.
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(vii) Liaison with Customers
Customer Liaison Groups
Two Customer Liaison Groups, one for private sector customers and one for Government departments and
public bodies, have been set up for regular liaison and communication with our stakeholders.
The objectives of the Customer Liaison Groups are:
- to improve the Land Registry's understanding of customers' needs and expectations;
- to improve customers' understanding of the Land Registry's policies, services and procedures; and
- to exchange views on operational and service delivery issues.
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The private sector group comprises representatives from the legal community, professional bodies and trade
associations while the public sector group comprises of representatives from major user departments.
Membership of the private sector and the public sector groups is at Annexes (a) and (b). |
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Customer Liaison Group (Private Sector) |
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Customer Liaison Group (Public Sector) |
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Land Registry Joint Standing Committee
The Land Registry Joint Standing Committee, comprising the Land Registrar, her senior management team
and representatives of the Law Society of Hong Kong, meets regularly to discuss and exchange views on
land registration matters, the Land Registry's services provided to the legal practitioners and implementation
of title registration system. Membership of the Committee is at Annex (c). |
| Land Registry Joint Standing Committee |
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Visitors
The Land Registry maintains close ties with its counterparts in all parts of the world for cross-fertilisation. Through meeting visitors from overseas and the Mainland, we introduce our services and promote the value
of the Land Registry as well as learn from our counterparts' best practices in other jurisdictions.
In 2009/10, we received two delegations comprising 36 visitors from Beijing, Shanghai and Shandong
who were interested in our work and the land registration system in Hong Kong.
Reaching Out to Customers
To enhance users' knowledge of land records and understanding of the reports-on-title services, four “Meet
the Clients” sessions for the Buildings Department, Planning Department, Hong Kong Police Force, Home
Affairs Department and Fire Services Department with a total of 200 participants were held during the
year.
In addition, seven briefing sessions with 225 participants from private and public sectors were held in
February and March 2010 to introduce the enhanced features of the IRIS Online Services, and provide
updates on progress in implementation of a new search system and enhanced functions of the e-Memorial
Form.
Both activities had provided an effective platform for sharing work knowledge and experience, exchanging
views and identifying means to streamline work procedures, and collecting views on our services.
Land Registry Open Day
As part of our efforts to promote better understanding of the role and functions of the Land Registry, we
arranged a series of well-received guided tours to the Customer Centre, the Central Imaging Centre and
the Land Registry Archive for 170 visitors in March 2010.
Historic and rare land records, such as Memorial No. 1 registered in 1844, deeds registered during the
Japanese Occupation and the Street Index published in 1894, were showcased. The event bore witness to
transformation of the Land Registry over the years as Hong Kong developed into a world-class economy. |
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(viii) Communication Channels
The Land Registry makes use of a wide spectrum of communication channels to promote and update its
services, to receive feedbacks from customers on service quality, and to identify improvement areas,
including:
Land Registry Circular Memoranda
In 2009/10, we have issued five Land Registry Circular Memoranda to update stakeholders of the changes
in land registration related policy, operations, practices and procedures, and the new initiatives and
services.
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Land Registry News
Two issues of the Land Registry News on updated events, new service initiatives and service enhancements
were published in 2009/10.
Information Leaflets
Three new information leaflets were produced during the year to complement the information pack on the
Land Registry's full range of services.
Customer Service Hotline
Through our collaboration with the Efficiency Unit's 1823 Call Centre, the customer service hotline is
extended till closure of IRIS Online Services at 00:30 hour next day. |
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Land Registry's Homepage
During the year, there were over four million visits (70% on the Chinese language and 30% on the English
language) to the Land Registry's homepage, representing an increase of 25% when compared with
2008/09.
IRIS Website
To facilitate communication with the users of the IRIS Online Services, broadcast messages are posted on
the IRIS website to notify users of any service enhancements or changes in a timely manner. |
