1. HM Land Registry – building business resilience Julie Barry Head of International Relations HM Land Registry for England and Wales March 2015

2. Introduction to HM Land Registry. Founded in 1862 Self-financing government department & executive agency Stand alone title registry State guarantee Open Register

3. Scale of organisation. 4000 staff £381.3 million turnover in 2013/14 24.1 million registered titles (all in digital, intelligent format) 86% geographical land coverage of England and Wales 110 million scanned deeds and documents 26,254,742 applications in 2014

4. Moving from paper to digital Portal for ‘low volume’ users XML channel for ‘high volume’ users VPN channels for lenders Planned B2B channel for solicitors Mixed channel economy First electronic service – 2002 Apply for information online Apply to change the register online (not ownership) Apply to change the register online including ownership Incremental stages Change in proportion +25% -40% 16% more applications 4,000 staff - 39% fewer 21% greater productivity 2014 operating surplus - £141.4 million 2011 2013/2014 2015 Mutual Benefits Speed Environment Finance Security Accessible 24/7

5. Digital by default Working to become a digital organisation and leader Creating fast, efficient and cost-effective online services Services designed around user needs 50% fee reduction for some electronic applications 76% of substantive applications submitted electronically Information only services All Applications after sale or remortgage

6. B2B channel – case study Service proposition: B2B channel providing direct access from lawyer’s case management software to HM Land Registry’s information and casework systems Constraints: “High volume” conveyancing firms only First registration applications excluded

7. B2B channel – case study £15 million fees 2104/15 75 customer firms 20.8% increase in applications year on year Success factors: For HM Land Registry - Take up of 75% of target audience Protection against registration fraud Reduction in handling costs of £17 per application For customers - Total integration = reduction in manual processes, errors and postage Speed and ease of registration is increased More secure than paper Audit trail Facilitates payment of land purchase tax Not new business: it was an investment made on request from customer segment 2011 - 365,559 2015 – 1,679,495

8. Get it right before it goes wrong. Customer focused regular customer satisfaction surveys In-house IT: Thorough requirements gathering advanced user acceptance testing routines “soft-launch” reliable and robust service staff training Strong governance Agreed key performance indicators Monitoring service reliability Capability Audit regime Minimise riskInternal controls

9. Lessons learned. Customers Integrate don’t Dictate Customer and Market Insight Prototype and Pilot Prioritise Customer Benefits Iterative and Agile Development Customer Support

10. Plans for the future Upgrade Land Registry IT architecture Introduce digital charges (mortgages) Become the statutory holder of new land data sets currently held by 420 local authorities in England and Wales Introduce a ‘citizen friendly view’ of the registered title Release all open or licensable data by 2018

11. Summary Our journey It’s taken a long time We are reaping benefits Financial Reputational Operational We still have things to do Transformational programme to drive out more benefits and greater efficiency