We did it my way: LR’s journey of

how they utilised MSM over the last

3 turbulent years to provide service

excellence

Tony Truscott. Land Registry, Information Systems

www.landregistry.gov.uk/

Land Registry

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Who are Land Registry?

Largest property database in Europe, Land Registry underpins

the economy of the United Kingdom

Provides state guarantee to the ownership of many billions of

pounds worth of property

Land Registry receives no government funding, and finances

itself from registration and search fees and the sale of our

services

Around £1 million worth of property is processed every minute in

England and Wales

As of October 2011 over 23 million registered titles representing

77.5% of the land mass of England and Wales

Land Registry

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LR Geographical Footprint

14 offices across England and Wales (reduced from 24)

4500 members of staff (reduced from 9500)

Information Systems based in Plymouth employ about 450

staff

Divided into 2 Development Centres and the IT Service

Centre

Creates, builds and maintains all IT systems and

infrastructure used by LR

Land Registry

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LR – IT overview

Provide 65 IT Services

4500 internal customers

¼ million registered external professional customers

Complex IT Infrastructure including 23,000+ IT Assets

Largest on-line transactional DB in Europe

Weekly breakdown of calls:

1125 Incidents

1000 Requests for Service

200 Changes

All logged and managed via MSM

Land Registry

Everything was going fine, but then….

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Economic downturn hit Land Registry hard. No-one

buying houses, no income!

Happened at a time of changing customer dynamic with

onset of more e-services against a history of paper based

applications

LR Management Response was to bring forward its plans

to close offices and reduce staff levels

Closed 10 offices, merged others and removed local IT

Support

Land Registry

What this meant for LR Information

Systems….

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No longer filtering of IT Support calls by local IT

presence

Internal customers would now come direct to Service

Desk

All of IT now at risk of out-sourcing

More redundancies to come, morale at all time low

Have to prove what a good job we do!

Performance of our IT Services under greater scrutiny

Reputation was on the line…

Land Registry

Our Teams Response

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Team of 6 responsible for Change, Config, Metrics and

support of MSM

What could we do within our team’s remit??

Go together and devised a plan…

Land Registry

The Plan

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PHASE 1:

Design and

Implement

new MSM

Web Logging

system

PHASE 2:

Utilise MSM

Web offerings

in other areas

of business

PHASE 3:

Expedite work

being done on

CMDB to

improve

efficiencies

Land Registry

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Phase 1: Using MSM to provide IT

Support Portal for all internal customers

Using Web Customer MSM our team designed a user

friendly call logging mechanism that could be used by all

LR staff across our estate to log IT support calls

Piloted this offering to user groups, gained feedback and

incorporated suggestions

Gradual roll out across each office, coincided with office

visits and communications to customers

Key was to make system simple to use and show

benefits to users (i.e. expectations managed, track

requests)

Called the system myIS

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myIS

The system allows customers to report IT

Incidents

So upon clicking this option the user can then

select the relevant option to report the IT Incident

they are experiencing…..

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myIS

The options the customer can then select from

are all explained and use terms they are familiar

with….

Each form is then designed to capture the exact

information we need to deal with the Incident and is auto-

classified against the relevant Service from our IT Service

Catalogue

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myIS

So this is the form our customers fill in to report a Printer problem

Users are prompted to

populate the necessary

information. All of which is

fed into the Marval record

created

Upon filling all of the form in and clicking

submit, the customer receives an auto-

email from MSM to inform them of their

reference number

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myIS

The Incident Record is then sent to the Service Desk who

strive to resolve the issue at first line. However if they are

unable to resolve they will prioritise the call against their

priority matrix then move the status to Accepted. This will

invoke a further email to the customer who will then be given

notification of the target SLA fix time for their request

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myIS

The incident is logged against the relevant

Service from our Catalogue and thus tied to

the relevant SLA fix time

The details captured in the

form are populated in the

History Notes and any

relevant Config Items are

attached

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myIS

Our Customers can also use myIS to log any Request for Service.

Again, the options they see use terms the users would be familiar with and

avoid any jargon. By filtering down the options based on choices it makes

it easier for the customer to navigate to the form they require

Land Registry

myIS

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Land Registry

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myIS

Again, each page

is tailored to

captured the

exact information

that is

required, but for

Request for

Service pages we

also manage the

customer

expectable by

advertising the

the target

turnaround time

for each given

request

Upon filling in the form and clicking submit, the

customer will receive email confirmation that their

request has been logged and the request will be auto-

classified accordingly and sent to the relevant

support team for action with the relevant SLA tied to

it

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myIS

All users of myIS can also track the progress

of any requests they have raised

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myIS

From here users can get a list of all Open records which they

have logged via myIS

Furthermore, by clicking on

the Request Number hyperlink

they can access the History

Notes for the given request

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myIS

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myIS

Also included is a mechanism for users to log general

complaints and compliments, as well as general feedback

and suggested enhancements to the system

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myIS

Upon filling this form a request is sent to the myIS service owners for

consideration. If the feedback is a suggested enhancement to the system it

gets added to the myIS CAB agenda

The myIS CAB is

made up of relevant

stakeholders and

meets on a bi-

monthly basis to

discuss and

approve any

enhancements to

the myIS system.

All approved

enhancements are

then included in the

next myIS Release

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myIS

The contents of each myIS Release is

advertised on the homepage of myIS

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myIS

And of course all of these records are managed within our MSM tool!

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myIS

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The success of myIS

95% of all RFS logged via myIS

60% of IT Incidents reported via myIS

Alleviated pressure on Service Desk

Highlighted previously masked issues that had been dealt

with locally

These now added to Known Error DB to increase first

time fix rate

Very positive feedback, expectations managed, easy to

use

Engagement with users to implement their enhancements

to the system