Performance, progress towards strategic objectives and future strategy

Improved service delivery

STRATEGIC OBJECTIVE 1: To introduce, progressively, improvements in delivery of service to customers.

In April 2004 we added a new service to Land Registry Direct, the internet service designed for our professional customers. This enables customers to request an electronic official copy of a register for printing in their own office – and it is proving to be extremely popular.

For the first time, we provided land registration information to the public via the internet with the launch of Land Register Online.

We have also improved our telephone services. To improve call-answering times we made a major investment in a new call-routeing system that became fully operational at the beginning of 2004. This has produced substantial savings to customer call-waiting times with over 95 per cent of calls answered within 30 seconds, compared with 56 per cent of calls being answered within three minutes in the previous year.

We have also enabled callers who wish to conduct their business in Welsh to be routed direct to a Welsh-speaking operator.