Delivering on our Statement of Corporate Intent
We deliver core services better than ever
Partial commercialisation of Landgate’s automated land titling services
In September 2019, the State Government announced the appointment of Land Services WA (LSWA)
as the service provider for the Landgate partial commercialisation.
LSWA was appointed through an open and competitive process to provide, maintain and improve the systems that facilitate Landgate’s automated land titling services for a 40-year term.
Through this arrangement, the State retains ownership of, and responsibility for, the Land Titles Register and other data. We will continue to operate as a statutory authority and remain responsible for manual titling transaction processing, property valuations and location information. There is no change to the way customers and the community interacts with us.
Following an intensive period of preparation, the commercialised services were successfully transferred to LSWA on 22 October 2019. Landgate achieved this while delivering business as usual.
We have been working closely with LSWA, ensuring a seamless transition of services. The partnership with LSWA will continue to deliver returns to the state, supporting a strong Western Australian economy.
Developing more efficient land registry services for the community
Landgate continued to invest in the New Land Registry (NLR) system to further increase the level of electronic lodgement and processing of land registry documents. We worked closely with PEXA (currently the only electronic lodgement network operator (ELNO) in WA), to increase the scope for electronic lodgement, ensuring a secure, simple and fast way to lodge documents.
In February, PEXA released additional functionality to support the electronic lodgement of a greater proportion of documents. This release meant 83 per cent of the top five documents (mortgage, discharge of mortgage, transfer, caveat and withdrawals of caveat) were capable of electronic lodgement. In addition, change of name documents can now be lodged electronically. 90 per cent of the top five document types can be processed automatically by the NLR.
Landgate and LSWA will continue to collaborate on further enhancements to the NLR.
To further support the conveyancing industry, work has commenced on developing an e-conveyancing hub in collaboration with RevenueWA. Once complete, the hub will allow a single interface between an ELNO and WA State Government agencies (Landgate and RevenueWA) to perform lodgement and duty verification services in a single, seamless electronic environment. This will facilitate a more efficient conveyancing process, reducing time and cost for government and industry.
The partial commercialisation of Landgate’s automated land titling services delivered $1.41 billion to the people of Western Australia, while protecting the ownership, integrity and security of the Land Titles Register.
Electronic lodgement networks (ELNs) are systems that allow conveyancing transactions to be completed electronically. This includes the preparation of land registry documents, the settlement of funds and the lodgement of the land registry documents.
Next steps for electronic conveyancing
PEXA has been the only ELNO in Western Australia since it first transacted in 2014. To support greater competition in the e-conveyancing market, we have completed the system development required to enable the integration of multiple ELN systems.
Landgate has worked with other market entrants to conduct system integration testing and onboarding activities. Sympli has commenced testing of the top five documents and are working with us to develop an operating agreement that will enable them to begin operating in WA. We are committed to continuing this work to support greater competition in the e-conveyancing market.
Reforming creation, lodgement and examination of survey plans
Landgate has progressed its reform of the way survey plans are created, lodged and examined through the New Land Registry – Plans (NLR-P) system.
The NLR-P enables deposited plans and survey-strata plans to be created and lodged digitally. The aim is to continually improve turnaround times for survey plans and new titles over time to support a more efficient land development process. The turnaround time for plans is the time between a plan being lodged by a surveyor and examined by Landgate. Reduced turnaround times can significantly reduce holding costs for industry, allowing them to increase their business and reduce overheads.
The 2019/20 NLR-P reforms were largely focussed on enabling the new strata legislation to become operational in May 2020. Internal processing improvements were also implemented including examiner workflows and improved validation of incoming plan data. These have improved turnaround times.
Plan turnaround times remained under the target of 2 working days, at 1.5 working days for portal lodged plans. Turnaround times for manual plans decreased from 11.7 days to 10.7 days. The proportion of plans created and lodged within the surveyor’s portal increased from 15 per cent in 2018/19 to 25 per cent in 2019/20.
During the year, we finalised the NLR roadmap, which outlines improvements to the NLR titling and plan systems over the next five years. While LSWA will be responsible for implementing system changes, Landgate will be responsible for driving policy and legislative changes and engaging with industry.
Delivering statewide valuations that meet customer needs
Pastoral lease rental values
Every five years, the Valuer General independently determines Western Australia’s pastoral rents, in accordance with the Land Administration Act 1997. These rents are based on current land values, the economic state of the pastoral industry and the potential carrying capacity (PCC) of pastoral land.
The updated pastoral lease rents were released on 1 July 2019. Landgate worked closely with the Department of Planning, Lands and Heritage and the Department of Primary Industries and Regional Development to deliver the new rents, which cover approximately one-third of the State’s land mass.
While the rent for some pastoral leases rose as a result of the review, the main financial impact was seen in the Kimberley and Pilbara. This reflects the strong demand for pastoral leases seen in the State’s north over the past three to five years.
Working with pastoralists and relevant associations, the Valuer General issued a three-month extension to the formal objection period (to 30 November).
Landgate is a member of the working group and steering committee undertaking a review of the pastoral rent process requested by the Minister for Lands.
Gross rental values (GRV) are used by local governments, government agencies and emergency services as a basis to determine property rates, service charges and emergency service levies. Unimproved values are used for the calculation of land tax, and in some instances, are used for property rating purposes.
Delivering WA’s rating and taxing values
Approximately 923,000 properties across 30 metropolitan local government authorities were included in the Perth metropolitan gross rental values (GRV) revaluation program. The new GRVs took effect on 1 July 2020, with a date of valuation (DoV) of 1 August 2018.
Completed every three years, this is the first time in over 20 years there has been a sustained decrease in the property market resulting in lower GRVs across 96 per cent of all metropolitan properties.
Local governments requested the deferral of the new GRVs for 12 months, due to the economic impact of COVID-19. The Valuation of Land Act 1978 requires the Valuer General to keep valuations as accurate and up to date as practicable. Due to this obligation the Valuer General was unable to grant this request and the values came into force on 1 July 2020 as scheduled.
The statewide unimproved values (UV) revaluation program – involving approximately 1 million land values across the State – was delivered on schedule on 30 June to RevenueWA.
While the focus of valuers was on completing the GRV and UV valuation programs, a total of 160,158 specialist valuations were completed as part of Landgate’s annual valuation program. This includes the provision of other valuation types such as market valuations, stamp duty assessments and government asset valuations.
Landgate continued improvements across its valuations function during the year. As part of this, planning and market sounding for the potential replacement of the valuation system ‘Valsys’ was completed. The results from this exercise, together with customer feedback and Landgate’s business requirements, will inform the specifications in the request for tender which will be released in late 2020. Funding in Landgate’s asset investment plan has been set aside for this purpose.
We deliver trusted location data to support the management and development of our state
Geocentric Datum of Australia 2020 (GDA2020)
As the earth’s tectonic plates shift, Australia is moving north-east about 7 cm every year, Landgate – together with other jurisdictions and Geoscience Australia – has recently developed a more accurate datum, called the Geocentric Datum of Australia 2020 (GDA2020).
GDA2020 is a national initiative that aims to improve the accuracy of location and positioning, and compatibility with future location-based technology such as precision agriculture, committing to 10 cm (or better) accurate positioning. This is a significant improvement from the accuracy currently achieved through navigation system enabled devices.
The Intergovernmental Committee on Surveying and Mapping steers GDA2020 at a national level.
In WA, Landgate leads the implementation of GDA2020 to meet the compliance requirement for all Australian states and territories to be ready to deliver and receive foundation spatial data on GDA2020 datum by 30 June 2020.
In June 2018, as part of the GDA2020 implementation project Stage 1, we upgraded the geodetic database to provide GDA2020 coordinates and positional uncertainty on all state geodetic survey marks.
In 2019/20, as part of Stage 2, we focussed on updating SmartPlan and the spatial cadastral database to maintain the WA spatial cadastre in GDA2020, with final implementation scheduled for early 2020/21.
Landgate maintains physical marks fixed on the ground that are an integral part of the Australian Geospatial Reference System (AGRS) providing the underlying framework for all surveying, mapping and positioning applications in Australia.
Mapping for Native Title claims and settlements
During the financial year, Landgate delivered six land boundary capture projects. For each project, this involved the compilation of current land boundaries and the research and digital capture of historical land boundaries (including all supporting documentation such as land titles, lease documents and historical diagrams).
The projects (Tjalkadjara, Kultju, Untiri Pulka, and Nanatadjarra People and Nangaanya-ku, stage 1 for Nyalpa Pirniku and Yugunga Nya) covered approximately 214,363 square kilometres. Historical boundary capture is continuing for Nyalpa Pirniku and Yugunga Nya. The projects are used to assist the State Solicitor’s Office, native title applicants and other parties to conduct the determination of the Native Title in Federal Court.
Several native title determinations were completed, which required the production of customised maps, land tenure sweeps and technical descriptions.
The Yamatji Nation Indigenous Land Use Agreement and Conservation Maps, which covers 47,964 square kilometres in the Mid-West region, resulted in the delivery of 41 customised maps and 321 technical descriptions.
Landgate supports native title processes for WA, by providing services to the State Solicitor’s Office, National Native Title Tribunal and Australian Government Solicitors, which involve:
researching and capturing current and historical land tenure extents to support native title mediation and litigation in the Federal Court of Australia
maintaining the native title boundary layers of the spatial cadastral database
delivering native title specific datasets, analysis and customised mapping services.
We support government priorities and business growth
Landgate makes strata better for WA
The introduction of a clearer and fairer strata titles law on 1 May 2020 was an important milestone to better support the thousands of Western Australians who own, live in, develop or manage strata properties.
There are currently over 325,000 strata properties across the State. By modernising the way strata is run and managed in WA, Landgate contributed to the Government’s priority for ‘a liveable environment’.
The commencement of the amended Strata Titles Act 1985 and new Strata Titles (General) Regulations 2019 followed years of consultation with community, government and industry to understand the most common issues being experienced within strata.
This engagement culminated in August and September 2019 with a period of community education on WA strata titles reform and public consultation on the draft regulations. The Minister for Lands launched Landgate’s new strata reform website – strata.wa.gov.au – in August 2019, providing an online gateway to public information and consultation on WA strata reform.
Landgate hosted community strata information sessions in September across regional and metropolitan areas. These sessions were attended by over 1,000 people. A month-long public awareness campaign (across radio, print, digital and outdoor) promoted the availability of these sessions and the consultation opportunity.
Over 200 items of community feedback on the proposed regulations were received and reviewed prior to the regulations being finalised and delivered to Parliament in December. We worked closely with other agencies and the Minister for Lands to arrange consequential amendments to other regulations that were impacted by the strata reforms.
The strata reforms introduced a number of new capabilities that allow strata companies to manage their affairs electronically, which was of benefit in the COVID-19 environment. For example, the amended Strata Titles Act 1985 allows for:
electronic meetings of the strata company to be held
voting to be conducted outside of a general meeting
voting to be conducted electronically
strata companies to make, keep and distribute records electronically
strata companies to execute their documents electronically instead of having to physically apply the common seal, or sign a piece of paper
sellers to provide buyers the required disclosures in an electronic format.
Landgate delivered additional resources and support to help the community, industry and government prepare for the changes, prior to commencement on 1 May 2020. This included new strata information guides, online presentations and answers to frequently asked questions being made available through strata.wa.gov.au and customer service. Agency representatives also delivered several presentations to industry forums such as the Strata Community Association WA (SCA WA) and the Western Australian Institution of Surveyors (WAIS).
Significant updates to Landgate’s systems and processes ensured alignment with the regulatory requirements and new approved forms for strata transactions. These forms are used for strata matters in WA, such as for registering a new strata titles scheme with Landgate.
We collaborated with other agencies, such as the Department of Planning, Lands and Heritage and RevenueWA to ensure their processes and systems were ready prior to the changes taking effect.
Landgate has also been working closely with the Department of Planning, Lands and Heritage and the Parliamentary Counsel’s Office on phase two of WA strata reform, with the development of regulations to support the Community Titles Act 2018. Landgate anticipates the drafting of the community titles regulations will be completed and delivered to Parliament in 2020/21 so the Community Titles Act 2018 can take effect.
Other legislative and policy reform
Landgate re-established its Legislative Reform Committee during the year, which developed an initial list of legislative reform initiatives to help position Landgate’s legislative focus for the future.
Landgate will build on this list in 2020/21 and develop a strategic legislative and policy reform program that will include initiatives to reduce red tape and deliver better customer and community outcomes.
Helping bushfire relief efforts
Landgate’s MyFireWatch application helps identify fires burning across all states and territories of Australia. In the first week of 2020, the service reached 1.3 million users per day as national and international users sought information about the catastrophic bushfires burning across Australia. We also provided burnt area mapping over the eastern states to the Australian Defence Force and other agencies assisting with recovery efforts.
MyFireWatch was enhanced during January 2020, following feedback from user groups. These improvements included changing icons and providing prominent information to make the maps easier to interpret, as well as moving to a robust, scalable platform to better cater for instances of extreme
MyFireWatch is an online map-based platform where users can interactively browse satellite observed ‘hotspots’ across Australia. It is part of Landgate’s FireWatch suite of fire monitoring services, which use satellite imaging to support fire identification and management nationally.
Assisting Western Australia’s COVID-19 response
Landgate provided location data and spatial services to support critical decision-making relating to the State’s COVID-19 response.
We designed and delivered a secure, scalable and efficient cloud based spatial platform that enabled the State Emergency Coordination Directorate (SECD) to produce strategic location insights. These insights were used to inform the pandemic situation in Western Australia.
The SECD leveraged the platform for analysis and delivery of mapping products to support WA Police quarantine checks, Aboriginal communities and aged care facilities.
Landgate provided datasets and technical support from the shared location information platform (SLIP), along with geographic information system (GIS) expertise.
As at 30 June 2020, Landgate continues to support the environment for SECD’s use. This demonstrates the wide application and value that spatial data provides in supporting decision-making to benefit Western Australians.
Landgate has provided valuation expertise and updated the geodetic network to support the delivery of METRONET.
Upgrading the geodetic survey network
The geodetic survey network controls were upgraded along the METRONET corridors and areas to support other key infrastructure projects. These upgrades provide surveyors with geodetic marks that support the correct positioning of infrastructure.
The upgrades were carried out within the
- Byford extension area
- Yanchep rail extension area
- Proposed Morley-Ellenbrook railway line area.
Providing property valuation advice
Landgate provided accurate and impartial valuation advice assessing land acquisition costs for properties required for the Morley-Ellenbrook railway line.
In addition to values determined for the rail corridor, land was also valued in relation to the Yanchep rail extension.
Supporting official Aboriginal place naming
Aboriginal naming actions are important from a cultural and historical perspective. Geographical features and places in Western Australia were named by our First Nations people long before the arrival of non-Aboriginal people. These original place names have an integral role in preserving Aboriginal language, heritage, culture, and connection to land.
Landgate is committed to assisting WA local governments in the recognition and official use of Aboriginal place names. Recording and using Aboriginal names for Western Australian place names is an important part of preserving Aboriginal heritage and contributing to the reconciliation of Aboriginal and non-Aboriginal people.
In 2019, the Ministers for Lands and Local Government encouraged local governments to consider Aboriginal naming and dual naming options. Following their invitation, Landgate engaged with local governments, state agencies and organisations to promote the use of Aboriginal place names across Western Australia.
Landgate developed the Aboriginal and Dual Naming Guidelines in consultation with key stakeholders to provide local governments, Aboriginal communities and the community with greater clarity around the process and requirements for applying Aboriginal place names.
Landgate collaborated with several local governments, providing policy and process support for community driven proposals for Aboriginal place naming. Mindeerup, a newly developed area at the Mend St Jetty in South Perth and part of the City of South Perth’s $7.5 million Connect South Project, is just one example of our assistance.
In June 2020, Landgate implemented a significant name change on behalf of the Minister for Lands to rename the King Leopold Ranges in the Kimberley region as the Wunaamin Miliwundi Ranges. This name change recognises the traditional names for the Bunuba and Ngarinyin native title groups and honours the rich history of the Aboriginal peoples and Traditional Owners’ connection to the ranges.
Under the Land Administration Act 1997, Landgate, under delegated authority from the Minister for Lands, administers all official place naming actions for Western Australia. This includes town sites, districts, localities, roads, parks, reserves and other geographic features.
Our data creates efficiencies across government
Landgate’s Capture WA program coordinates the capture, procurement and delivery of location data for public sector agencies. Operating under the key principle of ‘capture once, use many’, the program covers a broad range of location data, innovative products and online services.
For the 2019/20 program, 107 capture requests for location data were delivered, including aerial imagery for Aboriginal community sites and the south west railway network.
Additionally, Landgate coordinated a whole of government contract for a State satellite imagery service to provide current imagery in remote and urban areas to benefit regional local governments and state agencies, maximising the investment of public sector funds.
The availability of this free service to government reduces any potential duplication in purchasing individual satellite services.
Landgate implements and maintains the WA Whole of Government Open Data policy on behalf of the State Government. The policy aims to improve the management and use of public sector data to deliver value and benefits for all Western Australians. Sharing data across government and the community has the potential to drive better government, innovation, business growth and new employment opportunities.
Over the year, datasets available through the Data WA portal (data.wa.gov.au) grew to over 1,900 discoverable datasets, an 8 per cent increase on 2018/19. The new datasets include data relating to local government, smart cities, utilities, emergency management, natural resources and environment.
In addition to new datasets, Landgate enriched existing historical aerial photography boundaries from more than 9,000 linked flight diagrams through Data WA and SLIP’s Locate map.
Throughout the year Landgate supported many events to promote Data WA, including providing data and training at the National Indigenous Mapping Workshop, working with First Nations people to build geospatial capacity.
In collaboration with the Office of Digital Government and the Department of Transport, Landgate participated in an ‘International Open Data Day’ event to promote the use and sharing of public sector data.
Providing access to data that stimulates local businesses
Landgate supported 42 WA start-ups through services including SPURonWA grant funding, sponsorship to the Curtin Ignition program, co-working with our geospatial experts and access to Landgate’s property and location data.
In October, the Minister for Lands announced recipients of the fourth round of SPURonWA grants, which helps start-ups contribute to local economic growth and/or improve government service delivery. Six local start-ups received a share of $92,700, working on location data-based products and services across the property, community services, environment and tourism industries.
This year the SPURonWA program introduced an award for best innovative use of Landgate and/or Government location data. The winner was uDrew, who use Landgate’s cadastral data
to deliver a world-first building technology platform making designing, planning and building projects faster and more affordable.
In supporting the State Government’s priority to ‘Create a Bright Future’, Landgate continued to assist WA’s start-up network, which in turn contributes to diversifying the WA economy and creating jobs.
Case study 1: uDrew
uDrew is a world leading building technology platform to make designing and planning custom-built projects faster and more affordable. It offers home owners and builders the ability to create their own customisable, interactive, compliant building plans. uDrew checks the project for compliance against the latest local and national building codes in real-time, and allows the customer to submit, store and print finished building plans for future use. uDrew used their SPURonWA grant to build capability into their site inspector tool, which uses Landgate cadastral data and local government geospatial data to understand environmental implications to approval calculations. uDrew saves time and money for government and consumers. Based on results from the pilot, uDrew promises a dramatic reduction in turnaround times for approvals, a significant reduction in design costs and human error.
Case study 2: Matter
Matter is a leader in the sustainable technology industry, helping waste management track, measure and manage their waste at scale.
Using real-time and verified data, their patented technology provides in-depth insights helping local government councils to increase efficiencies, reduce operational and landfill costs, and influence consumer behaviour. The team used their SPURonWA grant to develop volumetric sensors at a size and price point usable in every public space and residential bin in Australia.
We deliver returns to the State
Using performance data and business acumen to improve cost effectiveness and returns to the State
Capturing cost effectiveness
Landgate commenced a program to update the tools and methodology it uses to capture corporate costs.
The Corporate Cost Model program comprises eight individual projects to enable Landgate to better assess the financial performance of different business areas and facilitate the continuous improvement and the cost effectiveness of the business. The program is anticipated to be completed in 2021/22.
Investing in our culture
In September 2019, Landgate achieved a staff engagement score of 58 per cent through our Way of Working (WoW) survey. 92 per cent of staff participated in the survey – the highest participation rate since the survey began in 2016.
Our level of engagement is measured against an Australian all organisation baseline. The agency saw a meaningful increase in staff understanding how their work relates to Landgate’s strategic directions and purpose. The level of engagement has progressively increased over the last four years.
Workplace action plans were developed to target opportunities from the survey results to strengthen our culture and support the agency to achieve a staff engagement target of 69 per cent by 2023.
Deriving value from our assets
Defining our future
Despite the subdued property market, Landgate delivered a strong return, with the outcome of Landgate’s partial commercialisation contributing $1.41 billion to the State.
Following partial commercialisation, Landgate focussed on defining our vision for the future and developed the agency’s 2020/21 Statement of Corporate Intent (SCI) and five-year Strategic Directions Plan (SDP) in September.
We launched our ‘New Horizons’ to all staff to outline our strategic directions and the priorities of our three core services: locate, secure and value.
Landgate’s SCI and SDP were endorsed by the Minister for Lands in December.
In June, a revised organisational structure that better aligns to each of our core services was announced to staff, with implementation to take place on 1 July 2020.
As part of Landgate’s future vision, the agency further examined how we can maximise the value of our trove of location data for the benefit of the State. From this work, the Spatial WA concept emerged.
Spatial WA proposes the development of a collaborative digital environment to better deliver the State’s location information, creating the foundation to enable the State to leverage greater benefits from digital technology.
Spatial WA would provide an interactive 4D enabled environment allowing users to share and access layers of data from various sources in a single, real-time environment. Bringing this data together will streamline approval processes, improve service delivery and reduce duplication across government agencies platforms. In addition, the State’s decision makers will have greater access to information and analytics relating to infrastructure development and delivery, asset and emergency services management.
Strengthening data-sharing between agencies by creating one source of truth for the Government’s spatial data was a recommendation of the Service Priority Review. Spatial WA could also support other significant State Government initiatives seeking to gain efficiencies and improve services.
Landgate engaged with key public sector agencies as part of the preliminary investigation of Spatial WA. Landgate began work on developing the strategic justification for Spatial WA by further developing the concept and potential benefits to the State. This is anticipated to be completed by the end of 2020.
We innovate and find new opportunities
Prioritising strategic innovation
Innovation is a key part of Landgate’s history and our future, ensuring we evolve our services in a way that is responsive to industry and digital developments.
The agency’s innovation function was created in 2007 and has been important for propelling Landgate’s culture. Our achievements in innovation have been recognised by our peer government agencies and through the Australian Financial Review’s rankings of Australia’s most innovative companies.
Landgate made some key changes to the program this year to support more strategic, innovative opportunities being identified and to align the program more closely with our research, commercialisation and performance improvement functions.
Although the approach has shifted, the original core principles of the program remain. These include innovation time for our people, peer review of projects, crowdsourcing ideas and solutions and having a dedicated team driving innovation and facilitating ideas from the business.
Landgate implemented initiatives within its Aspire strategy and its Workforce and Diversity Plan, as part of its ongoing commitment to ensure the agency’s workforce best represents the community we serve.
Landgate recognises the value that Aboriginal knowledge, experience and perspectives deliver for our community and within our role as WA’s land information authority.
We contributed to the Government’s priority of ‘Aboriginal wellbeing’ through our Aspire strategy, which encourages employment and business opportunities for First Nations people.
This year through Aspire:
- Landgate appointed two Aboriginal graduates, out of four new graduate recruits for the year.
- We achieved the whole of government Aboriginal procurement policy target of 2 per cent. Our Aboriginal stationery provider, Kulbardi, was successfully onboarded.
- Our Midland office spaces were renamed to Noongar names with a local Aboriginal artist engaged to tell the story of Landgate through Noongar language and 35 reflective Aboriginal artworks. The renaming scheme culminated during NAIDOC week with the artist leading a Welcome to Country and storytelling.
Landgate also commenced work on a Reconciliation Action Plan (RAP). Our RAP will broaden and build on the commitments and progress we have already made through our ASPIRE strategy to improve Aboriginal economic participation.
Workforce and diversity plan
During the year, Landgate improved the diversity of its workforce, particularly among Aboriginal Australians and youth, whose representation almost doubled from 2018/2019. Landgate’s representation of almost all diversity groups is now above the targets set by the Public Sector Commission.
Guided by our workforce and diversity plan, Landgate’s achievements included the:
- Creation of entry level opportunities through the appointment of an additional six candidates from the graduate pool into non-graduate roles across the business. Five of these individuals fell within the youth demographic (under 25) and one identifies as an Aboriginal and Torres Strait Islander. This was in addition to the four graduates that were employed as part of the annual program.
- Engagement of two interns, as part of an arrangement with Murdoch University.
- Commencement of an Aboriginal trainee in our customer service team, as part of the Public Sector Commission traineeship program.
- Increased emphasis on events to celebrate culturally and linguistically diverse and disabled communities, as well as women and First Nations people.
- Commenced the roll out of Disability Access Inclusion Plan training, helping to ensure when we are serving customers or preparing forward facing documentation, we are considering the needs of those individuals with a disability.
As an example of the diversity of our workforce – the Strategy, Insights, Risk, Innovation and Improvements (SIRII) team comprises 11 people from eight countries, including Denmark, Brunei, Pakistan, China, France, Ukraine, Australia and the United Kingdom.
International women’s day
Landgate hosted its 25th International Women’s Day morning tea on 4 March. The event was well attended by over 160 members of our staff and the local community.
This year’s theme was #EachForEqual to highlight how everyone is responsible for our thoughts and actions each day, to help fight stereotypes and improve situations. Guest speaker Marissa Verma from Bindi Bindi dreaming shared her journey to achieving equality and success.
Donations from guests attending the event went to Koolkuna, a Midland based not-for-profit organisation who provide crisis accommodation and support services for people affected by domestic violence.
Swan Aboriginal community Christmas party
Landgate supported the 10th annual drive for the Swan Aboriginal Community Christmas party. Our employees donated presents and food and prepared hampers to provide to local families in need.
Foodbank food drive
As a result of COVID-19, demand for emergency food assistance soared through March leaving Foodbank WA’s shelves stripped bare. In response to this Landgate partnered with Foodbank to hold a food drive, where staff donated funds and non-perishable food items to help those most vulnerable in our community.
We support the needs of our customers
Improving customer satisfaction
Landgate is committed to always improving our service – we want to make interacting with our agency as quick, easy and positive as possible. Our measures help us to understand customer’s needs and emerging trends. This year saw a positive increase across our customer engagement and service targets. Customer metrics have improved across four key measures, ensuring our land and property information is more accessible to customers:
1. Customer Satisfaction (CSAT) 80% (+4%)
2. Customer Effort 80% (+3%)
3. Net Promoter Score (NPS) +48 (+1%)
4. Grade of Service (GOS) 85% (+13%)
As the State’s trusted source of location information, our priority is to meet the needs of all Western Australians – our customers – across government, industry and community.
We also experienced an 80 per cent increase in the uptake of the digital customer channel. The customer metrics improvements and digital uptake are, in part, due to improvement in Landgate’s online services, which included:
Developing internal customer profiles for 250 stakeholders including government agencies, industry bodies and commercial clients.
This work will support stronger stakeholder relationships by ensuring purposeful, timely and transparent engagement to achieve state government and agency priorities.
Updating MyLandgate to be simpler and more accessible, with added capability to allow self- service. This benefited approximately 12,000 customers.
Moving 3,500 customers to Map Viewer Plus, enabling the decommissioning of the previous iteration in November. Map Viewer Plus provides a single spatial platform for all Landgate customers, with an enhanced user experience and greater functionality including access to more data and new widgets and the ability to measure and export feature data attributes.
Putting customer and community safety first
Landgate has a statutory responsibility under the Transfer of Land Act 1893 to keep the State’s
Land Titles Register open for settlement agents, conveyancers and self-represented parties to lodge documents relating to transfers of land.
After closely monitoring developments and health advice surrounding COVID-19, we implemented a self-lodgement process for customers whereby documents are placed in a secure lodgement box and processed without physical interaction. This enabled Landgate to ensure compliance to restrictions around physical distancing and maximum occupancy of both the Midland and Perth lodgement sites, while ensuring customer and staff safety and minimal disruption to usual service.
Landgate maintains a robust complaints management process to ensure service offerings can be adapted
to satisfy consumer expectations and meet the requirements of the WA Ombudsman.
Landgate is certified to ISO-9001:2015, which is the international standard that specifies requirements for a Quality Management System. Listening to and acting on feedback is an essential part of improving customer experience. This valuable information provides us with the opportunity to identify service improvements, increase customer satisfaction, strengthen customer input into services and acknowledge areas of excellence.
In line with our customer feedback and complaints policy and customer service charter, provision of feedback is received in person, writing, telephone, online and through comments via surveys and focus groups.
We aim to resolve all feedback within 10 working days of acknowledgement. Feedback is logged and assigned via a Customer Relationship Management system, monitored and managed by the compliance and quality assurance officer. If this is not possible, the customer is provided an estimated resolution date. A monthly summary report of all incidents is published on the Landgate intranet.
During the year, Landgate received 364 compliments, primarily praise for customer service representatives who assisted with the ease of doing business with Landgate, provided empathy during interactions and clarity and relevancy of advice.
There were 427 complaints received throughout the year; all have been responded to and resolved.
The major theme was in relation to outages and user experience issues with customer systems.
Another theme was in relation to strata titles act reform, in particular, the requirements of the new form and the final stage of consultation and communication to the community, which was disrupted by COVID-19 restrictions. Lessons learned will be applied to the commencement of the Community Titles Act, expected in 2021.