Improve Operational Excellence
Continually improve internal and customer-facing processes for a better service experience.
Operational Excellence
LTSA’s operational accomplishments are aimed at identifying and implementing continuous improvements. Key business initiatives and achievements delivered to support this objective include:
Customer Engagement and Experience
Customer feedback is critical for helping LTSA to maintain accountability, to learn how LTSA can improve and to inform business priorities. In addition to workshops and post-transaction feedback, the organization uses comprehensive results from the Customer Relationship Health Survey to identify ongoing enhancements to our customers’ experience. LTSA has continuously invested in improving customer support, help content and dissemination of timely information through a variety of communication channels. LTSA continued to make improvements to the customer experience, introducing new or refined processes to improve the efficiency, accuracy and security of LTSA products and services. Using ongoing feedback from customers, LTSA introduced iterative changes that address the unique needs of different customer segments.
Maintain Consistent Average Application Processing Times
During the year LTSA received 700,000 land title applications, with 64.8% of the applications being processed automatically, compared to 61.1% in the prior year. LTSA continued to focus on improving turnaround times and consistency of decision making by increasing automation and increasing customer success with applications to reduce defects. During this reporting period, a number of updates were introduced to increase form validations to reduce defects, and LTSA continued to introduce additional online filing options for property owners and the public. LTSA also worked with customers to reduce defects in the year through hosting webinars and education sessions, and preparing and updating materials and guides on the LTSA website to support customers through the application process.
Digitize Vault Records to Expand Access and Preserve Artifact Integrity
LTSA recognizes the value of the vault records in its care and is committed to records preservation and to enabling broader access benefiting British Columbians. LTSA’s conservation program ensures that highly used, decades-old historic records receive appropriate treatment to protect their integrity. LTSA also has a robust digitization program, where analogue records are converted to digital format to support preservation and increased access. This year, along with ongoing preservation and digitization work, a three-year vault records strategy was established. For more information see page 8 of the ESG Report.
Discriminating Covenants Project
LTSA supports efforts to address discriminating covenants in land title records and is continuing to amend discriminating language in accordance with current legislation. With over 100 million records in paper and microfilm format, the effort to find and strike discriminating covenants is ongoing. Along with work to digitize historic records, LTSA is continuing to focus on extracting the highest quality text possible from digitized documents so that emerging artificial intelligence models can more easily assist in finding any remaining unaltered discriminating covenants
Expanded Online Services
LTSA has introduced additional enhancements to online land title applications for the public, including change of address on title, change of name on title and claim of builder’s lien. During the reporting period, LTSA launched an online application for property owners to complete an application for Transmission to Surviving Joint Tenant. Available on LTSA.ca, the new application can be used to transmit ownership after the death of an owner on title to any surviving owners who are joint tenants on title with the deceased. Shifting from a paper-based form to a new online format improves the accuracy and completeness of applications and prevents errors that delay registration times.
Quality Assurance Program
To ensure accuracy and integrity of the land title register, the Director of Land Titles continued activities related to a Quality Assurance Program to maintain the accuracy of information and support continued customer trust and confidence in the register.
Land Owner Transparency Registry (LOTR)
The first-of-its kind in Canada, the Land Owner Transparency Registry (LOTR) is a public, searchable database of information about beneficial ownership of land in British Columbia. Beneficial land owners are people who own or control land indirectly, such as through a corporation, partnership or trust. LOTR launched on November 30, 2020, and opened to public search on April 30, 2021. The registry fulfills the Government of British Columbia’s commitment in Homes for B.C.: A 30-Point Plan for Housing Affordability in British Columbia. Effective April 1, 2024, search of LOTR is provided at no cost, making it easier for law enforcement agencies, journalists and researchers to identify money laundering and hidden ownership in B.C.