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LR News No. 29

A Message from the Land Registrar

The last six months have been filled with a consultation exercise, launched and completed within that time on aspects of the Land Titles Amendment Bill. The responses were helpfully clear. There was support for a number of modifications to manage problems identified with the existing provisions but emphatic preference to make these within the framework of the "Daylight Conversion" mechanism enacted in 2004, rather than making any major change. With this we have been able to confirm that the amendment bill will retain the "Daylight Conversion" approach and to start on the drafting instructions required to complete the bill.


Land Registrar

It is abundantly clear from the last six months that the remaining work to commence title registration will be taking place against a background of very difficult economic conditions. I would like to make clear that the Land Registry Trading Fund is able to meet these testing conditions. We can sustain the investment needed to get title registration launched, and continue with other planned service improvements, without facing immediate pressure for an increase in fees. I know that all staff in the Land Registry will do all they can through their efficiency and their care to help all who use our services in these hard times.

The 23 July will be my last day in office. After serving as Land Registrar for eight years I am to be transferred to the Efficiency Unit. My thanks and good wishes go to all those within and without the Registry who have given advice, assistance and encouragement over these years to the work that has been done to improve the quality of service that we give to the city of Hong Kong. I will be able to take with me many lessons learned about how to give service that is both efficient and friendly, directed to people's needs, always seeking improvement. I am sure that the Land Registry will sustain this tradition in the years ahead as it builds on the foundation for the new title registration system that has been laid down.

 

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

 

Special Announcement

The new Land Registrar, Ms Olivia NIP Sai-lan, JP, will assume duty on 24 August 2009 succeeding Mr. Kim Salkeld. Ms NIP joined the Administrative Service in 1984 and has served in various bureaux and departments. From 2003 to 2007, she was Deputy Secretary for Development (Planning & Lands), during which time she dealt with the Land Registry and Land Titles Ordinance issues.

 

15th Anniversary Reception cum Exhibition


The Land Registry organised a series of activities to celebrate its 15th Anniversary. The highlight was an Anniversary Reception, officiated by Mrs. Carrie LAM, Secretary for Development, held on 27 October 2008 to thank our customers and business partners for their support over the past years. At the reception our new corporate video was shown for the first time and an exhibition was opened to visitors.

Mrs. Carrie LAM, Secretary for Development, officiated at the 15th Anniversary Reception cum Exhibition Ceremony

 

Mrs. Carrie LAM, Secretary for Development, officiated at the 15th Anniversary Reception

The exhibition ran at the Queensway Government Offices from 28 October to 4 November 2008, showcasing our service achievements and future development plans. Apart from the rich exhibition content, visitors were given demonstrations of IRIS online searches and could view displays of old land records with heritage value.

 

Update : a. IRIS Enhancement

The Land Registry is continuing with its efforts to enhance IRIS to streamline internal operations and improve services to the public. In the latter half of 2008 and early 2009, a number of enhancements have been implemented. Examples include:

  • The length of time for re-browsing / re-downloading a confirmed order has been extended to close of business (i.e. at 00:30 hours the next morning) on the day of order creation;
  • There is now display of headings of broadcast messages on the homepage of the IRIS website for easy reference by visitors to the website; and
  • Other enhancements to improve internal operational work processes within IRIS have been put in place.

 

b. Land Titles Ordinance

In January this year a public consultation was launched on two aspects of the Land Titles Ordinance (LTO) where questions still remain following the post-enactment review. The first matter was on whether any changes are needed to the conversion mechanism to deal with problems identified with the enacted mechanism. The second concern difficulties found with the mandatory rectification rule.

Land Titles Ordinance

The results of the consultation were clear. On the conversion mechanism, there was widespread agreement to modifications to address specific problems but overwhelming preference for this to be done within the framework of the "Daylight Conversion" mechanism contained in the 2004 LTO rather than considered any change in the underlining mechanism. For the rectification rule, there was support for some limited changes but again widespread objection to considering any broad changes from the provision enacted in 2004.


Following the close of the consultation, the Administration has reported to the Joint Subcommittee on Amendments to Land Titles Ordinance set up by the Legislative Council that we will be going ahead with the amendment bill. The "Daylight Conversion" mechanism will be retained, with modification being made to allow the Registrar to manage the limited number of known cases with indeterminate title. New provisions to clarify the priority of interests protected by caveats after conversion will also be introduced. The uncertainty as to how liabilities that might arise from the automatic conversion will be handled is to be removed by an agreement under which the Government will ensure that any liabilities are met without causing instability to fees and charges under the Land Registry Trading Fund.

The Land Registry is now working to complete all remaining drafting instructions for the amendment bill. We intend to prepare a draft of the bill for discussion with the Law Society, together with rules, forms and draft guidelines before the bill and rules are put to the Legislative Council for enactment.

E-memorial Form

 

c. E-Memorial Form (new version)

E-Memorial Form continues to gain momentum as a convenient and cost saving alternative to the conventional paper form. Instead of stocking up books of blank forms, solicitors have turned to the electronic form, which can be downloaded, saved and printed at no cost from the Land Registry's website (http://www.landreg.gov.hk) whenever needed, for preparing memorials of instruments. In the past half year, about one third of the memorials lodged with the Land Registry used the e-Memorial Form.

An enhanced version of the e-Memorial Form has been released on 10 July 2009. The new version is embedded with user-friendly functions such as selection lists of natures of instruments, consideration descriptions and capacities, and spell check to increase user friendliness. Another significant innovation is that the key particulars entered in the memorial form will be converted into a 2-dimensional barcode to be printed on the upper-right corner of the form. By scanning the barcode, the data will be read into our computer system for scrutiny and registration. This automated process will improve the efficiency and accuracy of updating the land registers concerned.

The new e-Memorial Form is available for downloading from the Land Registry's website (http://www.landreg.gov.hk). CD-ROMs of the e-Memorial Form is also available free-of-charge at our Customer Centre on 19th Floor of Queensway Government Offices.

 

 

New Search System


New Search System

A new computer system will be launched by mid-2010 for provision of online search services. The new system will be built with enhanced technical design to ensure that search services to customers will be delivered in a stable manner. The new system will be separated from the internal registration systems such that its operation will not be affected by scheduled maintenance and upgrading work on the internal registration systems.

Service hours of the new system will also be extended from the present 16 hours to no less than 20 hours a day. In our customer service survey conducted in the latter half of 2008, we tapped customers' preference on whether the extended service hours should be provided in early morning (before 08:30 hours) or late evening (after 00:30 hours the next morning). Feedback received indicates that while some customers prefer to use our search services in the early morning, other customers prefer to do so in the late evening. In this light, we will arrange our extended search hours (i.e. to no less than 20 hours a day) to meet both sets of customer preferences.

 

Briefing on IRIS Online Services


Briefing sessions on the use of IRIS Online Services were organised for customers in both the private and public sectors in February and March 2009. 317 users had attended the briefing sessions. To further promote the IRIS Online Services and update customers of the enhancements to the Services, we have planned to conduct another round of IRIS Online Services briefing sessions in the 1st quarter of 2010.

Briefing on IRIS Online Services - Figure 1 Briefing on IRIS Online Services - Figure 2

 

Meet the Clients Session

The Land Registry has been providing reports-on-title services to public sector customers to facilitate their daily operations and performance of statutory functions. To ensure efficient inter-departmental co-ordination and to strengthen rapport, we have been communicating with them closely at different levels through various well-established channels such as Customer Liaison Groups and frontline contacts. In anticipating direct exchange of views will enable us to further enhance customer service, we held a "Meet the Clients" session in September 2008 with 23 participants from the Electrical and Mechanical Services Department to enhance their understanding of reports-on-title services and information on land registers. During the session, officers of the two departments exchanged views and identified means to streamline the operations. The session was well-received. In view of the positive feedback, it is planned to conduct more similar sessions with other users of the reports-on-title services in September 2009.

 

 

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 recognise 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. Winners of the Best Frontline Staff Award for the 2nd, 3rd and 4th Quarters of 2008 were:

2nd Quarter 2008
Team Award : Customer Services and Administration Section
Individual Award : Miss YAN Yee-mei, Gloria, ACO/Document Processing Section


Winner of Team Award (2nd Quarter 2008) : Customer Services and Administration Section
Winner of Individual Award (2nd Quarter 2008) : Miss YAN Yee-mei, Gloria, ACO/Reg

3rd Quarter 2008
Team Award : Customer Services and Administration Section
Individual Award : Miss NG Yuen-chun, CA/Search Services Section


Winner of Team Award  (3rd Quarter 2008) : Customer Services and Administration Section
Winner of Individual Award (3rd Quarter 2008) : Miss NG Yuen-chun, CA/Search Services Section

4th Quarter 2008
Team Award : Deeds Lodgement Unit
Individual Award : Miss YAN Yee-mei, Gloria, ACO/Document Processing Section

Winner of Team Award (4th Quarter 2008) : Deeds Lodgement Unit
Winner of Individual Award (4th Quarter 2008) : Miss YAN Yee-mei, Gloria, ACO/Reg D

The Land Registrar presented the award to winner at the presentation ceremonies held on 4 August 2008, 3 November 2008 and 20 February 2009 respectively. The result has been uploaded on the Land Registry's website (http://www.landreg.gov.hk).

 

 

Customer Service Survey 2008

The Land Registry had conducted a full scale customer service survey in September 2008 to gauge the customer satisfaction level of the Land Registry's services including registration, search and customer service hotline and to identify areas for improvement to ensure delivery of quality services to meet customers' needs and expectation.

Major results concerning provision of service and staff performance are listed below:

ServiceOverall Satisfaction Rate (%)
Provision of Service Staff Performance
Lodgement of Deeds85.386.7
Counter Search89.389.1
Self-service Search78.885.1
Customer Service Hotline83.991.6

Overall satisfaction rate with our IRIS Online Services was 86.7%, up from 69.5% last year.

We will take follow-up actions on the comments of our customers for continuous service improvement.

 

 

Measures for Ensuring Smooth IRIS System Performance

The Land Registry has constantly been applying upgrades and enhancements to improve stability of the IRIS search services to customers. Improvement in system performance over the past two years is illustrated below:

Year ​​System Down Time due to Scheduled Maintenance or Malfunctions
2007over 100 hours 1
20085 hours 1
1  For incidents lasting for more than one hour.

Nevertheless, certain problems not affecting the entire search services still occur from time to time. For example, in early 2009, there were a number of malfunction incidents with the IRIS payment gateway, adversely affecting payment of search services by credit card and PPS.

Whenever a system problem occurs, the Land Registry will immediately look into the problem with a view to resolving it so that services can be restored to normal as soon as possible. We will assess the impact on services to customers and whenever necessary, put up notices on the Land Registry's website and service counters. At the same time, we will send e-mail notifications to subscribers to keep them informed and updated.

After a problem has been resolved, we will seek to identify the root cause and implement improvement measures to prevent recurrence of the problem. We will spare no effort in maintaining the smooth operation of the system, ensuring stable services to our customers.

 

Performance Pledges for 2009/10


Through continuous good teamwork and staff dedication, the Land Registry has achieved all the performance pledges set for 2008/09.

As part of our continuing commitment to improve the quality and efficiency of services that we provide, we have introduced a new performance pledge for registration of withheld deeds redelivered for registration and have improved the service standards and performance targets of some of our services. The details are as follows:

  • New Performance Pledge
    - Registration of withheld deeds redelivered for registration:

 

Service standard:16 working days (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)
Performance target: 90%

 

  • Enhanced Service Standard
    - Delivery of Monthly Memorial Information on Mortgage Transactions
    (MMIM) data files:
    from 5 working days to 4 working days
  • Enhanced Performance Target
    - Supply of certified copies of computerised land registers and imaged copies (without oversize plans) over the counter:
    from 96% to 97%

The leaflet on the performance pledges for 2009/10 has been released on 4 May 2009 and copies are available for collection at any office of the Land Registry. The full version of the performance pledges for 2009/10 can also be viewed on the Land Registry's website (http://www.landreg.gov.hk).

Performance Pledges for 2009/10

 

The Land Registry Trading Fund Annual Report 2007/08


The Land Registry released its Annual Report for 2007/08 in October 2008. The report gives a detailed account of the various activities and achievements in the Land Registry over the past year, including service improvements and progress for the introduction of title registration. It also contains an audited financial statement with full account of the financial position of the Land Registry Trading Fund. The full report can be viewed or downloaded from the Land Registry's website (http://www.landreg.gov.hk). We welcome your comments and feedback. An online survey questionnaire is provided or you can email us at csa@landreg.gov.hk.

Annual Report 2007/08

 

Sale of the Street Index (41st Edition) and NT Lot / Address Cross Reference Table (10th Edition)

The 41st edition of the Street Index and the 10th edition of the New Territories Lot/Address Cross Reference Table (CRT) are available for sale from 28 April 2009. Since the 40th edition of the Street Index, 542 amendments have been made and 5 new streets and 77 new lots/sections/subsections have been added to the Street Index data. As for the CRT, 2,931 amendments have been made and 15 new streets and 1,154 new lots / sections / subsections have been added since the 9th 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 Sha Tin Search Office and Relocation of Owners' Corporation Services to Tai Po Search Office

Demand for services at the Sha Tin 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 Sha Tin Search Office with effect from 4 May 2009. After closure, counter search services continue to be provided at our Customer Centre in Queensway Government Offices and the Search Offices at 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 Sha Tin Search Office have been taken up by the Tai Po Search Office. All customers, stakeholders including owners' corporations in the North, Sai Kung and Sha Tin districts were informed of the new arrangements before closure of the search office.

 

 

Annual Staff Development Theme Training

To enhance staff's understanding on the importance of building a strong workforce for the overall achievement of the department, the Land Registry had chosen "Team Work, Team Trust" as the Staff Development Theme Training for 2008/09. Two consultants were commissioned to organise customised training for Officers and Non-Officer Grades staff respectively. A total of 529 members of staff participated in the one-day experiential workshop held in November 2008 - January 2009 at the Shatin Breakthrough Youth Village. The spacious environment and huge open area facilitate group activities and free discussions which contributed to the success of the event.

 

The Land Registrar delivering the opening remark at the workshop
Annual Staff Development Theme Training

 

Job Shadow Day

In support of nurturing our younger generation, the Land Registry has partnered with Junior Achievement Hong Kong to organise the Job Shadow Day for students for the third year. By joining the Job Shadowing Programme, we hold the mission to help develop youth, to enable them to take a 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 Land Registrar delivering a welcome speech to students
Job Shadow Day

The Job Shadow Day was conducted on 18 February 2009 for 20 Sixth Form students from St. Rose of Lima's College and St. Paul's College. A mentor was assigned to every two students to guide them through the work in a normal working day. Both mentors and students benefited from the programme and enjoyed the event.

 

 

TV Programme - Stories of Our Land


Poster of stories of our land

To raise public awareness on security of property rights and enhance their understanding of the title registration system to be introduced, the Land Registry and Radio Television Hong Kong (RTHK) co-produced a television series entitled "Stories of Our Land".

 


The 10-episode TV series is hosted by Mr. CHEUNG Kai-chung, Louis and Miss KOON Yan-na, Ella. Towards the end of each episode, Mr. Kim SALKELD, the Land Registrar, appears in a programme sideline to talk about land matters that are closely related to the general public. The series was broadcast from 11 February to 22 April 2009 on TVB Jade. The English version will be broadcast every Tuesday from 21 July to 22 September 2009 on TVB Pearl at 18:55 hours.

Mrs. Carrie LAM, Secretary for Development, Mr. Franklin WONG, Director of Broadcasting, Mr. Lester G. HUANG, President of the Law Society of Hong Kong, Mr. LAU Wong-fat, Chairman of Heung Yee Kuk, and the Land Registrar officiated at the premiere of "Stories of Our Land" held on 7 February 2009.

The premiere of stories of our land

 

 

Career Expo

The Land Registry took part in the Career Expo held by the Development Bureau from 24 to 26 March 2009 in Hong Kong Central Library. The expo introduced infrastructure-related employment opportunities provided by Government and private organisations. A total of ten government departments and seven supporting organisations participated in the exhibition. Talks on jobs offered in works and projects were also delivered. The Land Registry participated in the exhibition to introduce its roles and services, service enhancement projects implemented over the years and new initiatives being planned. A talk on "Making Land Registration Better for the Community" was delivered on 26 March 2009.


The Land Registry Booth
A talk on making land registration better for the community

 

Best Staff of the Year Scheme


Congratulations to Mr. CHAN Chuen-kan (Registration Section A), Mr. CHAN Kam-wah (Central Imaging Centre) and Mr. LEE Shi-sum (Tsuen Wan Search Office) for winning the Land Registry's "Best Staff of the Year" award in 2008. This annual award scheme was introduced in 1997. It aims to motivate staff morale, promote work commitment and give recognition to deserving staff for their remarkable contributions. Under the scheme, all staff are to be invited to elect among themselves the winners they consider most deserving. Staff are eligible to vote as well as to be elected. The award for 2008 was held in November 2008. The winners were awarded with prizes at the department's Christmas party held on 23 December 2008.

Best Staff of the Year Scheme

 

Caring for the Community

 

a. Award of "Caring Organisation Logo 2008/09


Land Registry was awarded the Caring Organisation Logo in February 2009

The Land Registry is committed to promoting the responsibilities of corporate citizenship. We encourage and support our staff in the organisation of social and charity activities for the community. We participated in the Caring Company Scheme of the Hong Kong Council of Social Service, and were awarded the Caring Organisation Logo in February 2009. This is the third year we won the award consecutively. We will continue efforts in promoting a caring community spirit in the department.

 

b. Standard Chartered Hong Kong Marathon 2009


The Standard Chartered Hong Kong Marathon is a big event of the city aiming to promote a healthy lifestyle and marathon spirit among Hong Kong people as well as to raise fund for the Hong Kong Paralympics Committee and Sports Association. The Land Registry has participated in this event since 2002. This year, we had a record high of 15 staff members joining the race on 8 February 2009 and raised an encouraging sum for charity.

Standard Chartered Hong Kong Marathon 2009

 

T-shirt specifically designed for the Land Registry’s participants
Standard Chartered Hong Kong Marathon 2009

 

Get Prepared for Tackling Human Swine Influenza


Automatic sanitizer ready in place

In view of the recent reports of Human Swine Influenza cases in Hong Kong and some countries, we have stepped up precautionary measures to ensure environmental hygiene and cleanliness of the offices. We have formulated a preparedness plan to cater for the situation if our Customer Centre in the Queensway Government Offices or any of the NT Search Offices has to be closed due to events connected with the disease. We will put in place contingency arrangements to maintain the functioning of our registration and search services to as full an extent as possible. We will announce the activation of any such arrangements through the Land Registry's websites (http://www.landreg.gov.hk and http://www.iris.gov.hk) and through the media.

 

COMMENTS

Land Registry News would like to hear from you. If there are any specific subjects you would like to read about or if you have any comments on what you have read so far, please write to us at the freepost address (local mail only) given below:

The Land Registry
Freepost No. 10
Hong Kong


For enquiries, please contact:

Mr. Kenneth POON
TEL: (852) 3105 0000
Customer Service Manager
FAX: (852) 2523 0065
e-mail: csa@landreg.gov.hk