Case adapted from a ‘Plan’ proposed by the Turks and Caicos Islands Land Unit
Source – Plan, Turks and Caicos Government website – Land Unit, retrieved from https://gov.tc/landregistry/about/plans, accessed on April 17th 2020.
Apparent from the recent customer satisfaction survey at the Government’s Land Registry Unit, was the fact that customers were anxious to see the implementation of new services. The Land Registry has plans to provide its customers with electronic forms and corresponding guidance notes for the sale of property. An express service is also being explored where documents will be registered within a 48 hour turnaround time at a cost. This would mean that some staff would be held more accountable with regards to timelines, a challenge they have had in the past as managers then have been more relaxed on the matter.
Aside from the main office in the town, the establishment of a sub-office in one of the more remote areas of the island is also being explored to facilitate those customers who may find it hard to journey to the town to conduct business.
As part of the process to digitize the information at the Registry and automate the services provided, existing staff would be reassigned to work on this aspect of the unit. New scanners and computers have been procured to start the process, for which these staff will be trained to use.
All staff members will benefit from more training initiatives. In June 2015, advanced training in land registration and conveyancing training will be undertaken. Staff members will also benefit from training at the island’s community college in team building and business writing.
In the long run, the plan is for the Land Registry to have an electronic platform on which its resources and information can be stored and sold. Eventually, this will be made accessible to the public who can purchase documents and request services online leading to e-registration.
In time, customers will be able to make payments at the Land Registry and submit documents for registration simultaneously. A new and improved website is also being developed to give information about the Land Registry and provide its customers with documents including a series of public guides and brochures.
These changes are in line with best practices worldwide.
Questions
A. Identify and explain two (2) strategies leaders in the Land Registry Unit can use to successfully implement change. (12 marks)
B. What is a ‘change agent’ and who can act a ‘change agent’ as this organization implements change? (3 marks)