The new services will be introduced in stages to allow proper testing and evaluation.
The resulting portfolio of services is extensive and will require careful management in the future.
All ’traditional’ registration services will continue to the middle of the next decade at a minimum, representing a period of at least eight to 10 years during which they run alongside e-conveyancing and commercial services.
This expanded portfolio of services will have a major impact on the level and type of activity within Land Registry. Most of the traditional registration services are well-established disciplines and so, until recently, activity has generally focused on their delivery, support and evaluation.
The introduction of several major new services over a short time
period will shift the focus onto defining, developing, marketing and selling activities, to a significantly greater extent than has currently been the case. This has driven the requirement for new processes and also for technological enablers such as a customer relationship management tool and the ability to work at remote, non-Land Registry locations, especially for the account management teams. It will become increasingly challenging for local office staff to work on all services as the service portfolio expands, and in the future Land Registry may choose to deepen certain specialist skills. While it is important to preserve the flexibility of Land Registry local offices, the new services will require particular skill sets and training.
While Land Registry activity is largely statutory service provision, an increasing proportion of services within the portfolio will be classed as non-statutory, ie commercial. These commercial services must have proper scrutiny at the definition phase of their life cycle – matching new services explicitly to the defined needs of customer groups, defining their projected income and running costs robustly, understanding the operational impact on Land Registry and taking a scientific view of proposed benefits – and also at the evaluation stage, with a view to closing down or de-prioritising underperforming services.
To facilitate this, a product manager role has been introduced within Marketing & Sales. Product managers will focus on Land Registry’s new services and the correct product propositions for all new services, both commercial and core, establishing if the product is right, necessary and good value for money for our customers.
The product management role also embeds the concept of service
ownership throughout the organisation, so that services have
named owners with accountability for their successful transition
through the phases of the life cycle. |
