1. Institutional Framework - Improving Customer Service in Registers of Scotland Marcus Mackenzie Customer Service Centre Manager marcus.mackenzie@ros.gov.uk

2. Introduction to Registers of Scotland Land & property registration organisation for Scotland Self-financing Government Agency 1500 staff Offices in Edinburgh and Glasgow Responsible for 16 public registers

3. RoS Objectives, Vision 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

4. The Customer Service Framework

5. Customer Service Framework in RoS Customer Relations Management Customer Service Centres Service Development

6. Customer Service Centres 2 Customer Service Centres – city centre sites in Edinburgh and Glasgow In operation for 6 years 1 st point of contact for all customers “One Stop Shop” for information provision Services developed in line with customer demand

7. Customer Relations Management Responsible for: RoS website, brochures and leaflets Registers Direct –Liaison with customers –Training Customer surveys External events Advertising Charter Mark

8. Service Development 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

9. Information Products & Services REGISTERS DIRECT www.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

10. Customer Service Targets 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)

11. Developing and Maintaining a Customer Oriented Approach Balancing demands on the organisation: GovernmentInstitutionCustomer Service Focus Groups Workshops Customer Surveys Customer Complaints and feedback

12. Staff Training & Development Broad range of customer focused training Scottish Vocational Qualification in Customer Service “Customer Focus” key competency in Performance & Development System

13. The Data Access Framework

14. Public Registers Records are open and accessible to all customers (on payment of a fee) This accessibility supports further service development

15. European Legislation Affecting Data Access Data Protection Freedom of Information

16. eService

17. Example 1: National Archive Project 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

18. 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 2:

19. Data 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."

20. Benefits To the customer –Efficiency –Accuracy –Cost For securing real property rights –Speed –Transparency –Reliability

21. RoS Customer Service in the European Context

23. Questions? Marcus Mackenzie Customer Service Centre Manager marcus.mackenzie@ros.gov.uk