This report assessed both what Land Registry planned to change, and how that change was to be undertaken i.e. whether they are ‘doing the right things’ and ‘doing things right’ and offer a number of recommendations for delivering the change in the most effective way.
The report went about validating Land Registry's digital ambition, setting priority areas, delivery approach, building capbility and capacity. 6 core reccomendations were identified which looked at in significant detail the evidence that drove each reccomendation, clear and precise reasoning and relationale behind each.
The following techniques were used to capture and analyse the current Land Registry landscape, and to find evidence for the recommendations. The following activities were carried out in Croydon, Gloucester, Leicester, London, Plymouth and Swansea.
There are a variety of external and internal users who interact with Land Registry services and who will be affected by the transformation programme. Here, the main user groups and their high level needs were summarised.
This examined the main reasons for interacting with the Land Registry, across businesses, consumers and wider organisations.
This examined the main reasons for interacting with the Land Registry, across businesses, consumers and wider organisations.
The following are some identified pain points that professional users and citizens are experiencing when they interactive with the services
Pain Points
- Quality Support Response: The quality of response I get can vary by person
- Accurate Information: My information isn’t always entered accurately
- Confidence in Support Services: It would be good to always speak to a person with the same level of knowledge about my particular area, if not the same person every time
- Terminology: I can’t always understand the terminology they use
- Speak to Right Person: I can’t always speak to the right person
- Paper Processes: There are too many paper based processes
- Case Progress: They take too long to sort some things
- Website Design: I wish the website was better laid out
- Quality Support Response: The quality of response I get can vary by person
7 headline headline pain points were identified from reviewing the current customer insight approach
The following are some identified opportunities for professional users and citizens interacting with the services
Oportunities
- Less Errors: If there were fewer paper based forms and data entry, there would be less room for error
- Product Updates: Regular updates on relevant changes by email or post would be useful
- Product Change Communication: I don’t know about changes until they have been made and I don’t use social media
- Terminology: It would be great to have a glossary or explanation of terms when I see them
- Website Design: Could there be different sections of the site by type of user?
7 key opportunities were identified from reviewing the current customer insight approach
Land Registry provide a range of information and registration services to customers, all of whom require different types of response. They range from a title deed holder of a semi-detached house who wishes to make a simple title change, to a construction company who have a need to register properties for a new 14 floor residential building for the first time.
Some service areas, such as Dealings, require the citizen to complete a form to be posted in, whereas Conveyancers and Solicitors can use a portal to interact with the service.
6 key pain points and opportunities were identified from reviewing the service landscape.
The review consisted of (1) The groupings of technology usage across the identified service pattern and ’as-is’ capability groups. (2) The opportunity to reduce duplication of technology delivering similar capability needs. (3) The technology evolution state of our current technologies. The Wardley Mapping technique was used here.
The report went about validating Land Registry's digital ambition, setting priority areas, delivery approach, building capbility and capacity. 6 core reccomendations were identified which looked at in significant detail the evidence that drove each reccomendation, clear and precise reasoning and relationale behind each.