Focusing On Our Future Capability

One of LINZ's primary areas of focus over the past three years has been on building our capability to deliver electronic services to customers. This has led to changes to process, the provision of information technology infrastructure to support new service delivery methods, and ensuring we have the right skill sets to adapt to a new environment. In 2006/07 we said we would focus specifically on the following aspects of our capability:

• attracting and retaining capable staff to ensure LINZ has the skills and competencies to deliver its outputs with changing technology
• building capability so we can work strategically with other government agencies
• taking a consistent, risk-based approach to regulation
• strengthening our focus on delivering services electronically
• aligning our culture to ensure we deliver the strategy outlined in the Statement of Intent, and
• choosing technology that gives us stability of service, and lets us continue to grow and enhance our services.

While this focus will continue in 2007/08, we intend to invest in other critical aspects of our capability. This will ensure that the Government's expectation for ensuring confidence in land rights and geographic information is maintained. Some of these initiatives include:

Building our knowledge of customer needs

Proactively identifying, managing and improving relationships with customers and stakeholders remains a focus in 2007/08.

Work already started in 2006/07 on our responsiveness to customers will continue. We intend to improve and build on the systems and processes that support our customer relationships.

Specifically, LINZ will undertake research that will enable us to develop a deeper understanding of the impacts of our services on our customers' businesses. It also helps us better "sense" customer priorities in relation to product and process development.

Ongoing customer satisfaction research spanning titles, survey, topographic and hydrographic customer segments in 2007/08 will continue to enhance our understanding of customers' requirements and measure their satisfaction with LINZ's services.

Alongside our focus on continually deepening our knowledge of customers' needs, LINZ will evolve our product and service development to ensure it is driven centrally, and that efforts are co-ordinated across the organisation. The first service to experience this approach will be e-survey.

For more sophisticated customer interactions we intend to use mechanisms such as the online e-survey Forum. This provides a two-way interface and will continue to be developed and improved. Forums help customers discuss topical matters and ask questions relating to the services we provide. They also help inform LINZ about issues requiring further explanation and customer priorities.

Information technology

In moving to the electronic delivery of services, LINZ relies heavily on information technology. The selection of a platform and management of the supporting hardware and software are critically important for our service delivery. The key challenges we face are managing increasing demand and rapidly-changing technology and preparing to eventually manage all services electronically. Stability, robustness and scalability of the technology are critical issues that need to be constantly monitored and addressed.

Although significant standardisation and rationalisation of the technology infrastructure have occurred, we will continue to focus on future opportunities for improvement.

Having committed to 100% e-lodgement we are constantly reviewing the business environment Landonline operates in, and are taking steps to improve Landonline availability. This will continue through 2007/08 and will be supported by a long-term LINZ-wide architectural review. This review will look to establish the technology environment required by LINZ for the next 10 to 12 years. The long-term sustainability of the Landonline architecture will now be a key component of this work.

Some key areas of focus in 2007/08 include:

• undertaking a LINZ-wide architecture review to establish the long-term information technology environment
• continuing to provide innovative end-to-end business solutions, and
• continuing to implement best practice services to deliver improved quality services at a reduced cost.

Responsiveness to Maori

LINZ has administrative responsibilities for providing land information and for related statutory processes. LINZ also administers Crown-owned land. Both of these elements may be important to Iwi Māori because most Treaty claims relate to land, and redress for claims frequently results in the transfer of Crown-owned land to claimants. There is also a cultural dimension to land and land information for Iwi.

Māori land is regarded as papatuanuku (earth mother), tāonga tuku iho (inherited treasures) and whenua (man's umbilical connection with the land).

To fulfil our responsibilities, LINZ considers it important to build and maintain capacity to meet our obligations to Māori, and to deliver services that meet Māori needs and aspirations, while being consistent with our statutory and policy obligations.

In 2007/08 we will continue to work on the Responsiveness to Māori Strategy and encourage staff to attend our annual hui.

Pay and employment equity review

LINZ will be undertaking a pay and employment equity review during 2007/08 in conjunction with the PSA. The review committee will produce a response plan that will identify any LINZ pay and employment equity issues and provide the foundation for subsequent investigation and change.

Development goals for the state sector

In 2006/07 LINZ developed a plan outlining how it intends to contribute to the State Sector Development Goals. We also embedded this plan into our planning and accountability reporting so each business group can indicate how they intend to demonstrate progress:

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