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Institutional Framework - Institutional Framework - Improving Customer Service Improving Customer Service
in Registers of Scotlandin Registers of Scotland
Marcus MackenzieMarcus MackenzieCustomer Service Centre ManagerCustomer Service Centre Manager
[email protected]@ros.gov.uk
Introduction to Introduction to Registers of Registers of
ScotlandScotland
• Land & property registration organisation for Scotland
• Self-financing Government Agency
• 1500 staff
• Offices in Edinburgh and Glasgow
• Responsible for 16 public registers
RoS Objectives, RoS Objectives, Vision and ValuesVision and Values• Long-term objective: To maximise the
benefit of land registration to our customers, stakeholders and the citizens of Scotland.
• Vision: To be recognised as one of the most efficient and effective land registries in the world
• Defined values as an organisation
The Customer Service Framework
Customer Service
Framework in RoS
Customer Relations
Management
Customer Service Centres
Service Development
Customer Service Customer Service Centres Centres
• 2 Customer Service Centres – city centre sites in Edinburgh and Glasgow
• In operation for 6 years
• 1st point of contact for all customers
• “One Stop Shop” for information provision
• Services developed in line with customer demand
Customer Relations Customer Relations ManagementManagement
Responsible for:• RoS website, brochures and leaflets• Registers Direct
– Liaison with customers– Training
• Customer surveys• External events• Advertising• Charter Mark
Service Service DevelopmentDevelopment
Aims:
• To research and develop new business opportunities
• To maximise the availability of RoS data
Key services:
• Customised reports and services
• Ad hoc services for customers
Information Information Products & ServicesProducts & Services
• REGISTERS DIRECTwww.registers-direct.ros.gov.uk
• Recent localised house prices via www.scotlandshouseprices.gov.uk
• Individual Property Prices
• Average Property Prices
• Volumes of Sales
• Land Values - Bulk Data
• Customised Reports
• Spatial Data from Digital Mapping System
Customer Service Customer Service TargetsTargets
Production:• Achieve a 98% rating for overall customer
care in the annual Customer Survey
Information Services:
• Process 97% of all customer enquiries in compliance with ROS published response standards
(e.g. General Correspondence within 8 working days)
Developing and Developing and Maintaining a Customer Maintaining a Customer
Oriented ApproachOriented Approach
Balancing demands on the organisation:
Government Institution Customer
Service
• Focus Groups
• Workshops
• Customer Surveys
• Customer Complaints and feedback
Staff Training & Staff Training & DevelopmentDevelopment
• Broad range of customer focused training
• Scottish Vocational Qualification in Customer Service
• “Customer Focus” key competency in Performance & Development System
The Data Access Framework
Public RegistersPublic Registers
• Records are open and accessible to all customers (on payment of a fee)
• This accessibility supports further service development
European Legislation European Legislation Affecting Data AccessAffecting Data Access
• Data Protection
• Freedom of Information
eService
Example 1: Example 1: National Archive National Archive
ProjectProject
• Joint Project between National Archives of Scotland and Registers of Scotland
• Convert paper and microfiche to electronic image
• Available via Registers Direct• Service hours and availability improved • Information obtained much quicker
• Straightforward registration applications
• Paper free registration
• Same day registration
• Electronic payment of registration fees
• Electronic processing and collection of stamp duty land tax
• Efficient and cost effective registration
Example Example 2: 2:
Data QualityData Quality
• "To develop an overall approach towards data to ensure that accurate, current and consistent data and information are available and can be exchanged amongst our staff and customers."
BenefitsBenefits
• To the customer– Efficiency – Accuracy– Cost
• For securing real property rights– Speed– Transparency– Reliability
RoS Customer Service in the European
Context
Questions?Questions?
Marcus MackenzieMarcus MackenzieCustomer Service Centre ManagerCustomer Service Centre Manager
[email protected]@ros.gov.uk
