BUSINESS PLAN. 2012/13 to 2014/15 LAND TITLE AND SURVEY AUTHORITY OF BC

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1 BUSINESS PLAN 2012/13 to 2014/15 LAND TITLE AND SURVEY AUTHORITY OF BC

2 TABLE OF CONTENTS Message from the Chair of the Board of Directors and the President and Chief Executive Officer 01 Business Priorities 02 Strategic Objective 1: Confidence and Integrity 03 Strategic Objective 2: Customer Service 05 Strategic Objective 3: Business Modernization 07 Strategic Objective 4: People and Tools 09 Strategic Objective 5: Financial Management 11 The Land Title and Survey Authority of British Columbia (LTSA) is a statutory corporation responsible for operating British Columbia s land title and survey systems. These systems provide the foundation for all real property business and ownership in BC. The LTSA delivers statutory programs on behalf of the Province. The organization s primary customers are lawyers, notaries public and land surveyors who act on behalf of those who have an interest in conducting land-related transactions. Other stakeholders include all levels of government and First Nations, real estate professionals, financial institutions, historians, registry agents, and the general public. At the end of 2011, the LTSA maintained a record of nearly two million active land titles and an equivalent number of active registered charges on those titles. The LTSA houses a collection of historically significant records in its offices in Victoria, New Westminster and Kamloops. The LTSA Business Plan describes the short and mid-term business strategies of the organization and ensures full accountability to those who use BC s land title and survey systems. It is provided in compliance with the requirement of the Land Title and Survey Authority Act to release publicly a three-year rolling business plan prior to each April 1. For more information about the LTSA and its business priorities, please visit

3 MESSAGE from the Chair of the Board of Directors and the President and Chief Executive Officer The five strategic objectives in the 2012/13 to 2014/2015 Business Plan of the (LTSA) reflect the LTSA s commitment to maintaining and protecting the integrity and reliability of British Columbia s land title and survey systems. This year, the LTSA has updated its objectives to incorporate current land title and survey services and the launch of future service offerings to the benefit of the public interest. After careful planning and implementation, the LTSA is nearing completion of critical business and technological updates in this phase of its business modernization. Recent updates include the launch of customer-requested improvements to electronic searching and filing of land title and survey records. Positive customer feedback on the LTSA s enhanced Electronic Services is the direct result of efforts to gather and incorporate customer input. Additional enhancements to the LTSA s Electronic Services are expected in 2012/13. Major changes to the operations of the Land Title Division have already begun with the extensive testing of the assisted and automated examination of land title applications prior to implementation in 2012/13. After comprehensive stakeholder consultation, the phased approach to Required Electronic Filing is being implemented. The LTSA is continuing to work with stakeholders, the Province, certain regulated industries and other governments to assist them with the transition to electronic filing. The statutory basis of BC s land title and survey systems is established and maintained by the Province. As the LTSA administers these systems, the organization will continue to partner with the Province to collaborate on shared priorities. In 2012/2013, the existing Kamloops Land Title Office will be upgraded, and during the term of the Business Plan, the LTSA intends to relocate its Metro Vancouver facilities. These office changes will improve customer and employee surroundings and create optimal storage and conservation environments for historic records without incurring any additional costs to the LTSA s ongoing operations budgets. With the completion of its multi-year modernization activities in 2012, the LTSA will turn its attention to the implementation of two major initiatives over the next three years. Customers can look forward to a new web portal for the LTSA s Electronic Services which will also host an authoritative electronic map representation of all private and provincial Crown land parcels in BC. Consultation for these new service delivery approaches has already begun with our customers and stakeholders, ensuring that BC remains a leader in secure and reliable land information. Sincerely, Geoff Plant, QC Chair, Board of Directors Godfrey D. Archbold President and Chief Executive Officer 1

4 BUSINESS PRIORITIES The activities of the LTSA are dedicated to its mission to deliver responsive and trusted expertise, and reliable land title and survey systems which are essential to BC s economic and social foundation. In 2012, the LTSA will complete the current phase of its business and technological modernization, with plans underway for future enhancements. The LTSA has identified five objectives to support its mission of delivering responsive and trusted expertise, and reliable land title and survey systems which are essential to BC s economic and social foundation. These objectives focus on our continued collaboration with the Province, efficient delivery of core statutory services, business modernization, human resources management, and prudent financial management. 2

5 STRATEGIC OBJECTIVE 1 In collaboration with the Province, maintain confidence in the integrity of the Land Title and Survey Systems of British Columbia. Maintaining secure, reliable, and accurate land title and survey systems in BC is the primary objective of the LTSA. This is achieved in collaboration with the Province and in support of professional stakeholders who act on behalf of those who have an interest in conducting land-related transactions. Strategies In conjunction with the Province, act as a steward for the integrity, security, reliability and value of BC s land title and survey systems. Engage with professionals to ensure the highest standards of practice in the use and management of land title and survey systems. Preserve and provide appropriate access to historic records. Land Title and Survey Systems Steward Ongoing confidence in BC s land title and survey systems is dependent upon the continued protection and maintenance of the security of land ownership and interests. The LTSA will continue to manage land title and survey systems in a manner that upholds accuracy and reliability and adheres to transactional performance standards. In conjunction with the Province, the LTSA will also advocate for BC s land title and survey systems. Proactive responses to proposed regulatory or legislative changes, liaison with government, consultation with professional and industry associations, and focused outreach activities will continue to be critical activities to support the LTSA s stewardship. 3

6 STRATEGIC OBJECTIVE 1 Standards of Practice The LTSA relies on the professional users of the land title and survey systems and their professional organizations to maintain the highest standards of practice and integrity. The LTSA will maintain land title and survey security with professionals support and through the implementation of fraud prevention measures. Additionally, security will be enhanced through the LTSA maintaining appropriate business continuity and disaster recovery plans. Consultation with government and other stakeholders will also continue with respect to LTSA practices and procedures. Historic Records Conservation The LTSA upholds a long-term commitment to its stakeholders and legislative accountability regarding the preservation of, and access to, the extensive collection of historic land title and survey records under its care. The LTSA will continue its conservation program to protect the most fragile records to which physical user access is still required. The organization will improve document storage environments in the LTSA s Kamloops Office in the 2012/13 fiscal year and at Metro Vancouver facilities over the next three years. Performance Measures MEASURES 2012/ / /15 Application Turnaround Times for: Land Title Registration Crown Land Survey Plan Approval Crown Grant Issuance 95% of transactions completed within: 6 business days 6 business days 21 business days 21 business days 21 days 21 days 6 business days 21 business days 21 days 4

7 STRATEGIC OBJECTIVE 2 Improve and deliver professional, consistent and responsive services to meet customer needs. Professional, consistent and responsive service to its stakeholders underpins the LTSA s mission and supports the continued confidence in BC s land title and survey systems by professional stakeholders and the parties they represent. Strategies Required E-filing implemented by fall Continue to support and improve operational processes to achieve better customer service and internal efficiencies. Implementation of two new service initiatives: the Consolidated Parcel Fabric and the Integrated Customer Portal. Required Electronic Filing A key element to automating internal processes is the electronic intake of Land Title Office applications. The LTSA will implement the next phases of requirements to electronically file following customer consultation. Customers will continue to be supported during the transition from paper to electronic filing in Phases 2 and 3 of Required E-filing. Steps were taken to create temporary government and industry exemptions for Required E-filing which will be lifted with the launch of the Authorized Subscriber Register, allowing new groups outside the existing subscriber base (lawyers, notaries and land surveyors) to e-file specific documents. E-filing support includes offering self-directed, online help resources and in-person training to users requiring assistance with electronic filing, and holding educational webinars and consultation sessions to provide information and understand stakeholder needs and preferences. In moving toward the greater use of electronic services, the LTSA will ensure the capacity for intermediaries such as registry agents and software vendors to offer value-added services to their clients in this electronic environment. Efficiency and Consistency The LTSA will complete implementation of current business modernization activities to fully realize customer service benefits and internal efficiencies. This includes uncovering opportunities for alignment of processes and practices across the organization. 5

8 STRATEGIC OBJECTIVE 2 New Services The LTSA will continue to consult with stakeholder groups, including the Province, to determine customer requirements for a new web portal hosting the LTSA s existing Electronic Services and an authoritative electronic map representation of all private and provincial Crown land parcels in BC. The Integrated Customer Portal is expected to launch in 2014, while the new electronic map known as the Consolidated Parcel Fabric is expected to be made available to governments and industry after the portal launch. Both the portal and Consolidated Parcel Fabric will be multi-year, multi-phased initiatives with the majority of the work occurring only after the LTSA completes its business modernization initiative in the fall of The Integrated Customer Portal will offer customers a single, modern web access point to the LTSA s information and services. Customers will benefit from familiar user interfaces, and the LTSA will gain increased technological agility to meet changing customer requirements. The Consolidated Parcel Fabric will provide strengthened economic and social opportunities across the province by delivering a complete geo-referenced visual representation of all private and provincial Crown land parcels to a known level of data quality which will improve business efficiencies for government and private industry, as well as provide value to the general public. The intent is for the Consolidated Parcel Fabric to be hosted on the LTSA s new portal. Performance Measures MEASURE 2012/ / /15 Required E-Filing Implementation by fall 2012 Customer/Stakeholder Satisfaction 1 Customer/Stakeholder Satisfaction 1 Consultation with Stakeholders Maintain or improve Maintain or improve Utilizing existing advisory groups such as the Stakeholder Advisory Committee, advisory task forces, user forums, and other stakeholder groups, the LTSA will consult with its key stakeholders before each 88% for Land Title Division Maintain or improve 90% for Surveyor General Division Maintain or improve 1 Measures reflect targets for the LTSA s bi-annual stakeholder survey results. Percentages included the average of agreement with statements pertaining to staff courtesy and professionalism, knowledge, accuracy and responsiveness. release of the Integrated Customer Portal and Consolidated Parcel Fabric. The LTSA will continue to consult with its key stakeholders to determine what improvements are necessary for subsequent releases and to meet customer needs. 6

9 STRATEGIC OBJECTIVE 3 Complete business modernization in 2012/2013 to improve and optimize existing services and lay the foundation for future services. Completion of the business modernization initiative that commenced in 2010 will result in the conversion of the current land title registration system to one that is increasingly automated. This will enable the LTSA to continue to meet stakeholder needs and maintain and enhance the value of BC s land title and survey systems. Strategies Achieve the goals of business modernization. Engage customers and employees for input and support of business updates and changes. Ensure customers and employees are able to fulfill their roles. Business Modernization By fall of 2012, the LTSA will complete its multi-year initiative to modernize technology and business processes and enhance the value of BC s land title and survey systems as one of the economic foundations of the province. As a means to completion, the organization intends to continue with its significant investment in its electronic search and filing functionality used by customers. In late spring 2012, additional enhancements to the LTSA s Electronic Services will feature scanning services, the ability to seek the expert opinion of the LTSA s statutory decision makers on specific title-related matters, and services of particular interest to land surveyors. Updates to internal systems and processes in the first half of 2012 will support the new core registration system and allow the LTSA to achieve internal processing improvements and efficiencies. The completion of these updates will fully realize business modernization benefits of improving customer service, productivity, service quality, and system technology. Business Updates Stakeholder input has ensured that business improvements reflect customer demand and provide high value. The LTSA will engage in proactive outreach to confirm the readiness of customers, stakeholders, employees, and third parties. 7

10 STRATEGIC OBJECTIVE 3 The LTSA will continue to capture customer and employee feedback to drive ongoing efforts to improve services. Feedback mechanisms include online surveys available via the LTSA s corporate website ( and via the LTSA s Electronic Services currently accessed through the BC OnLine portal, and input from the LTSA s Stakeholder Advisory Committee, advisory task forces, user forums, and other stakeholder groups. Customer and Employee Support The LTSA will make certain customers and employees have the knowledge and support required from the LTSA to function to optimally perform their functions. and the LTSA Customer Service Centre will continue to be available to answer inquiries pertaining to general information including land title and survey practice and policy matters. Daily performance metrics and customer feedback are continually used to improve Customer Service Centre performance levels. The LTSA will undertake detailed planning and consultations to make certain that customers are supported in the transition of services to the Integrated Customer Portal. The goal is a seamless shift in services through continued customer support during the transition period. Staff training programs will continue to be developed and offered, along with learning opportunities to support business updates. The BC OnLine Help Desk will continue as the first line of support for LTSA services accessed through the BC OnLine portal during the transition to the LTSA s new Integrated Customer Portal in 2014, 8

11 STRATEGIC OBJECTIVE 4 Ensure the optimum structure, people and tools for effective operation of the LTSA. As the LTSA implements business and process updates, the manual transactional work performed by staff will be assisted by technology. A well-trained, engaged workforce equipped with the best available technology and training to meet customer needs ensures the effective operation of the LTSA. Strategies Develop leadership capacity, knowledge, skills and abilities of managers and potential leaders. Implement performance management tools for all employees to maintain the LTSA s transition to a high performing, valuesdriven, customer-centric organization. Create an internal scorecard with various measures to track and achieve service improvements. Leadership Skills Modernization activities will automate processes, enabling staff to focus their skills on more complex transactions. The LTSA will upgrade employee skills and knowledge necessary for new roles and job functions to support business improvements. With anticipated retirements continuing over the next few years, leadership succession is critical to the LTSA. The career growth of managers and staff will also continue to be developed through specialization and project-based roles to support the new electronic business model and maintain its Succession Plan. 9

12 STRATEGIC OBJECTIVE 4 Performance Management The LTSA has developed performance management tools to support the new business model and will implement the use of those tools. In addition, the organization will continue to use its productivity model to optimize customer service and financial results. The LTSA values employees, is proud of its employees achievements, and formally acknowledges them through an awards program which recognizes those who exhibit the organization s values. Internal Scorecard The LTSA intends to develop and implement a scorecard of operational, productivity, and financial measures to focus on achieving the goals of improved customer service, productivity, quality of services, and system technology. Performance metrics will provide employees with a level of insight into key operational areas such as customer service, financial management and information technology services as measures of the overall success of the organization. Plans are in place to continue to improve employee engagement and conduct independent engagement surveys of staff at regular intervals. Performance Measures MEASURE 2011/ / /14 Employee Engagement Score Improve results against baseline Re-survey employees in May 2013 Improve results against baseline 10

13 STRATEGIC OBJECTIVE 5 Manage our business in a sustainable and cost efficient manner that directly benefits our customers. Responsible fiscal management ensures the LTSA operates in a sustainable manner while allowing capital investments to support required service enhancements to preserve confidence in BC s land title and survey systems. Strategies Use sound financial planning tools and scenarios that enable the achievement of our business objectives efficiently and sustainably. Maintain Assurance Fund Reserve at a high statistical confidence level by conducting regular actuarial assessments. Maintain Contingency Cash Reserve at secure levels to respond to marketplace conditions and assure the financial stability of the organization. Manage costs in line with revenues, ensuring the LTSA has sufficient net income to fund ongoing capital investment to keep pace with customer needs and the changing marketplace. Sound Financial Management Financial results will be reported by the LTSA using International Financial Reporting Standards as required under Generally Accepted Accounting Principles in Canada. As a part of sound financial management, the LTSA will manage risk through appropriate methodologies, reporting mechanisms, mitigation strategies, and ensure sound debt/equity ratio. The LTSA will continue to follow the current approach of self-financing capital investments in systems and facilities in order to save significant interest costs and remain within Board-approved debt/equity ratio, and Assurance Fund and Contingency Cash Reserve targets. 11

14 STRATEGIC OBJECTIVE 5 Assurance Fund The Assurance Fund is available to compensate registered owners of title in certain events of loss. The LTSA will conduct actuarial reviews every three years, or as circumstances may require, to reflect changing market conditions, transaction volumes, and claims history. These reviews inform the funding decisions made to ensure the sufficiency of the fund. Contingency Cash Reserve The LTSA s Contingency Cash Reserve will be kept at secure levels to respond to marketplace conditions and assure the financial stability of the organization. Ongoing Capital Investment The LTSA will continue prudent financial management to ensure it is able to finance the capital investments in customer service technology and facilities needed for its continued sustainability. Performance Measures MEASURE 2012/ / /15 Assurance Fund 90%+ confidence level 90%+ confidence level 90%+ confidence level Contingency Cash Reserve 25% of annual cash operating expenses 25% of annual cash operating expenses 25% of annual cash operating expenses Ongoing capital reinvestment of Ongoing capital reinvestment of Ongoing capital reinvestment of Ongoing Capital Reinvestment 15%+ of annual revenue 15%+ of annual revenue 15%+ of annual revenue 12

15 The LTSA s focus is on exceptional service and providing innovative solutions to preserve the integrity of the province s land title and survey systems. In support of this, the LTSA s core values are: Accountability: We are accountable and responsive to customers and stakeholders. Integrity: We act with the highest standards of integrity. Respect: We treat each other and our customers and stakeholders with respect. Improvement: We continuously develop our business, knowledge and skill. For more information about the LTSA and its business priorities, visit 13

16 Land Title and Survey Authority Corporate Office Street Address and Mailing Address: Suite Blanshard Street Victoria, British Columbia Canada V8W 9J3 Telephone: Facsimile: Land Title Division New Westminster Land Title Office Vancouver / New Westminster / Prince George / Prince Rupert Land Title Districts Street Address and Mailing Address: Suite Sixth Street New Westminster, British Columbia Canada V3L 5B3 General Inquiries: LTSA (5872) or Facsimile: Kamloops Land Title Office Kamloops / Nelson Land Title Districts Street Address and Mailing Address: Suite Columbia Street Kamloops, British Columbia Canada V2C 6K4 General Inquiries: LTSA (5872) or Facsimile: Victoria Land Title Office Victoria Land Title District Mailing Address: Suite Blanshard Street Victoria, British Columbia Canada V8W 9J3 Street Address: Suite Blanshard Street Victoria, British Columbia General Inquiries: LTSA (5872) or Facsimile: Surveyor General Division Street and Mailing Address: Suite Blanshard Street Victoria, British Columbia Canada V8W 9J3 General Inquiries: LTSA (5872) or Facsimile:

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