In designing the future organisation structure, the following
assumptions have been made.
-
The majority of the people and activities located in a local
office will be directly managed by the area manager to ensure
simplicity and clarity of management relationships. Therefore,
the role of the area manager will change to encompass
successfully managing the delivery of the new activities to a
Land Registry-wide standard and to the ongoing satisfaction of
customers.
- The central functions will set and manage the standards of
service for the new activities, whereas the delivery of the
services on a local level will be the responsibility of the area
manager.
Each local office will continue to serve a geographic area consisting of several districts. The current business structure, with small teams of caseworkers, each focusing on specific districts, will continue to operate for the foreseeable future. This will run in parallel with the new business structure, where Land Registry delivers the new eservices through departments entirely focused on the needs of a particular customer segment.
Services will be grouped and marketed per customer segment.
Customer support can be divided into simple (first-line) support, which includes answering simple questions around access, the application and its functionality, and more complex (second-line) support, involving both IT and e-conveyancing queries.
Land Registry will continue with a network of local offices. Each local office will deliver most customer-facing services. However, large customers will be dealt with by a dedicated team of caseworkers located at a single office. The small and medium customers in a district will continue to be serviced by the office covering that area, with caseworkers remaining in normal district teams.
A local office will therefore have the following structure in the future. |
