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Land Registry claims 95% applications through e-channels


Mark Say Managing Editor

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HM Land Registry received almost 95% of its applications through electronic channels in 2019-20, according to its newly published annual report.

The organisation has flagged up the figure – more precisely 94.8% – as a measure of its digital progress, along with a 90% rating of ‘good’, ‘very good’ or ‘excellent’ on customer satisfaction.

The report says that Land Registry came close to meeting its target of 10,000 take-ups of its digital mortgage deeds service, falling just short because of a delay in fully automating final elements of its system.

It met a key performance indicator for e-service availability, and 83.6% of customer requests were fully automated. In addition, its software robots are now examining more than 25,000 applications per week to check whether other applications for land or property are in its system.

Andrew Trigg (pictured), acting director of digital, data and technology, said: “Our digital transformation focuses on receiving verified digital data from our customers, which can enable their request to be processed in a way that eliminates manual administrative tasks.”

Elements of its digital transformation include trials of a new digital registration service expected to be launched soon, enabling customers to complete forms using digital fields that will validate the information before it is submitted.

It has made strides with robotic process automation and is testing artificial intelligence to reduce the volume of manual tasks.

Earlier this month it said it will soon begin to accept witnessed electronic signatures in the conveyancing process.


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