Improve Operational Excellence
Continually improve internal and customer-facing processes for the better service experience.
Operational Excellence
The LTSA’s operational accomplishments are aimed at identifying and implementing continuous improvements. Key business initiatives and achievements delivered to support this objective include:
Maintain Consistent Average Application Processing Times
During the year LTSA received 0.8 million land title applications, with 61.1% of the applications being processed automatically, compared to 57.7% in the prior year.
LTSA continued to focus on increasing automation and increasing customer success with applications to reduce defects. IIn April 2021, LTSA launched an internal project referred to as “Project Echo” with planned activities to retire legacy PDF forms, increase electronic web-based filings, refine automation processes and increase the number and types of forms that can be electronically processed. During this reporting period, a number of product releases were performed to increase form validations and reduce defects, standardized terms were introduced for certain natures of interest to allow for automated examination and LTSA began introducing electronic filing submissions from 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.
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. Other usability improvements, such as navigation and functionality changes continue to be added to myLTSA and LTSA.ca to help customers find information more easily.
Process Improvement to Achieve Operational Excellence (Project Echo)
LTSA’s focus over the past two years to increase automation and reduce defects gained traction in 22/23, with improvements measured in all areas. Completed work includes new online services for public applications and system enhancements to make the submission process easier and more efficient. In addition, LTSA also offered education webinars and other help resources to support customers through the application process and to help them understand common filing errors.
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.
Digitize Historic Records to Expand Access and Preserve Artifact Integrity
The LTSA recognizes the value of the historic records in its care and is committed to records preservation and to enabling broader access benefiting British Columbians. The 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, the inventory control database was updated, setting the stage for enhanced searchability.