Business Plan Land Title and Survey Authority of British Columbia 2016/17 to 2018/19 - LTSA
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Land Title and Survey Authority of British Columbia Business Plan 2016/17 to 2018/19
LTSA Business Plan 2016/17 to 2018/19
Table of Contents
Corporate Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Mission, Vision, Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Message from the Chair and President & CEO . . . . . . . . . . . . . . . 5
Business Priorities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Strategic Objective 1: Stakeholder and Customer . . . . . . . . . . . . . . 7
Strategic Objective 2: Quality Plus Efficiency . . . . . . . . . . . . . . . . 9
Strategic Objective 3: Learn and Improve . . . . . . . . . . . . . . . . . . 11
Strategic Objective 4: Financial . . . . . . . . . . . . . . . . . . . . . . . . 13
The Next Three Years . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Contact Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
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Contents Vision, Values Priorities & Customer Efficiency Improve 2/16LTSA Business Plan 2016/17 to 2018/19
Corporate Description
The Land Title and Survey Authority and survey records, and enables
of British Columbia (LTSA) is a publicly efficient title, document and plan search Innovation
accountable, statutory corporation services. In collaboration with the
responsible for operating BC’s land Province, which maintains the legislative The LTSA is constantly developing,
implementing and managing new
title and survey systems. framework for BC’s land title and survey
processes and systems to ensure
systems, the LTSA provides advice for
it meets the ever-evolving needs of
The LTSA is established as a regulatory legislative proposals from an operational its stakeholders.
authority, independent from the perspective. The LTSA’s achievement of
government, with the mandate to performance requirements established
“manage, operate and maintain the by the Province are published annually.
land title and survey systems of British
Columbia.” The LTSA complies with the Over the past eleven years, the LTSA’s
Integrity
Land Title and Survey Authority Act and success has been the result of its
The LTSA and its employees are
other enactments, and an Operating close consultative relationships with
accountable for maintaining public
Agreement with the Province. stakeholders to deliver efficient, trust in BC’s land title and survey
sustainable, cost-effective operations and systems. The LTSA provides assurance
As the operator and regulator of BC’s prudent financial management. that its services are delivered
land title and survey systems, the LTSA honestly, ethically, and with integrity.
is charged with the reliable and secure Annually, about 3.65 million online
delivery of these systems which are an transactions are processed by the LTSA.
essential underpinning to BC’s private Approximately 20 percent of transactions
Trust
property market and the civil justice are for registration of land title interests
system. These systems also support civic and approximately 80 percent are for With an earned reputation for
governance, taxation and Crown land searches of registered records and reliable, trusted and accountable
management frameworks. issuance of certificates. public administration, the LTSA is
poised to move its mission forward
over the next three years.
The LTSA maintains BC’s land title and The LTSA is an efficient and progressive
survey systems through the timely, organization that enjoys excellent
efficient registration of land title interests customer satisfaction.
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Contents Vision, Values Priorities & Customer Efficiency Improve 3/16LTSA Business Plan 2016/17 to 2018/19
Mission, Vision, Values
Mission Vision Values
Deliver responsive and trusted Be the leader in providing Accountability:
expertise and reliable land title exceptional service and innovative We are accountable and responsive
and survey systems which are an solutions in the operation and to customers and stakeholders.
essential foundation to economic administration of land title and
Integrity:
and social prosperity. survey systems.
We act with the highest standards
of integrity.
Respect:
We treat each other and our
customers and stakeholders
with respect.
Improvement:
We continuously develop our
business, knowledge and skill.
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Contents Vision, Values Priorities & Customer Efficiency Improve 4/16LTSA Business Plan 2016/17 to 2018/19
Message from the Chair and
President & CEO
As the LTSA enters its second decade, permit myLTSA customers to
its focus remains on delivering browse and search for property
reliable land title and survey systems information through the geographic
and the innovation of these systems representation of parcel information
to enable customers and employees in the fabric.
to undertake their work more quickly
and efficiently. In the coming years, the LTSA plans
to undertake further customer-facing
This Business Plan describes the LTSA’s system improvements by redefining the
initiatives over the next three years, which electronic front end of the business and
build upon the tradition of continuous continuing to refine the user experience.
improvement by providing enhanced One example is offering the ability for
customer service and launching new customers to use map-based information
products and services. to inform searches. Another is redefining
the way customers electronically file.
The rollout of ParcelMap BC remains a These activities will drive many of the Geoff Plant, Q.C.
priority for the LTSA, with the final major LTSA’s business improvements over the Chair, Board of Directors
software release of the initiative due next three years.
in summer 2016. This release will allow
participating stakeholders (the Province, The strategic objectives discussed in
BC Assessment and members of the this Business Plan reflect the LTSA’s
Integrated Cadastral Initiative Society commitment to its stakeholders Connie Fair
and the Association of BC Land Surveyors) to administer sustainable, reliable, President and
to download all or a portion of the customer-focused operations. Chief Executive Officer
published fabric. The release will also
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Contents Vision, Values Priorities & Customer Efficiency Improve 5/16LTSA Business Plan 2016/17 to 2018/19
Business Priorities
The LTSA has identified four
objectives for the 2016/17 to Some innovation highlights include:
2018/19 fiscal years to support its
mission of delivering responsive Implementation of the final major software release in summer 2016 for ParcelMap
and trusted expertise, and reliable BC, the rollout of more regional increments within the fabric, and ongoing
land title and survey systems — an improvement to the fabric
essential foundation to economic
and social prosperity in BC.
Commitment to improve the customer experience via new and enhanced
These objectives focus on maintaining
services on myLTSA
confidence and integrity of the systems
through accountable collaboration with
the Province, customer-centric delivery
of services, optimal human resources Exploration of business development opportunities aligned with the LTSA’s legal
management, and the sustainable and regulatory requirements
and cost-effective management of
LTSA operations.
The four objectives will be achieved in
compliance with the complex regulatory
framework that applies to the LTSA,
through responsible and prudent
fiscal management, and as a result of
innovation and business improvements.
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Contents Vision, Values Priorities & Customer Efficiency Improve 6/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 1 Stakeholder
and Customer
In collaboration with the Province,
maintain confidence in the integrity Strategies
of the land title and survey systems
of British Columbia. Operator – Administer the Steward – Establish an
land title and survey systems accountable leadership forum with
Of paramount importance to the LTSA is in accordance with statutory the Province to identify mutual
maintaining confidence in BC’s secure, requirements, administrative strategic priorities and monitor
justice principles and the agreed coordinated action, including
reliable, and trusted land title and
to transactional performance the advocacy of the security and
survey systems. To assist in meeting this
standards, as well as conserve reliability of BC’s land title and
objective, the LTSA collaborates with the historic records. survey systems.
Province in maintaining the legislative
framework for the systems, and also Regulator – Protect the integrity Strategist – Uphold the quality of
consults the Province and professional of the land title register and the land title and survey systems
stakeholders to obtain advice and survey system by ensuring through strategic and operational
suggestions on regulatory, operational access to accurate and reliable regulatory activities, conduct
and practice matters. information, undertaking proactive ongoing regulatory scans for best
outreach with stakeholders practices, inform the Province’s
and users, implementation of legislative priorities with relevant
fraud prevention measures and operational and policy advice,
maintenance of appropriate establish practice standards for
disaster recovery and crisis the registration/filing of land title
communication plans. and survey applications to monitor
fraud attempts and Assurance
Fund claims.
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Contents Vision, Values Priorities & Customer Efficiency Improve 7/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 1 Stakeholder
and Customer [continued]
Key Initiatives
Administration of Land Title and Access to Accurate and Accountable Leadership Regulation of Land Title
Survey Systems Reliable Information The LTSA and the Province share and Survey Systems
The LTSA manages BC’s land title and The LTSA aims for the highest standards responsibilities for informing the In establishing practice requirements
survey systems in accordance with related of practice in the use and management legislative and regulatory framework and procedures, LTSA officials liaise
enactments and an Operating Agreement of BC’s land title and survey systems. of BC’s land title and survey systems. with the Province, stakeholders, and the
with the Province, and in a manner that Best practices are established for all Effective, accountable ongoing professionals who interact with the systems
ensures security and confidence. The LTSA aspects of the LTSA’s business, and these communication between the two entities on behalf of their customers or employers.
is committed to continuous improvement, approaches are supported through supports coordinated regulatory action The strict application of these requirements
with a particular focus on improvements to defined policies and procedures. and continued alignment with the ensures the integrity of and trust in the land
service consistency for its customers. priorities of the Province. title and survey systems in BC.
The LTSA will continue its long-term
efforts to preserve the extensive
collection of historic land title and
survey records under its care. Ongoing Performance Measures Targets
conservation efforts will focus on
attending to the highest priority Measures 16/17 17/18 18/19
documents — those documents that
95% of transactions completed within
are both in high demand and in poor
physical condition. Additionally, the LTSA
Land Title registration 6 days 6 days 6 days
will continue to focus on taking steps, as
resources are available, to archive original Crown Land Survey Plan approval 21 business days 21 business days 21 business days
historical documents and maintain
records of them in electronic format. Crown Grant issuance 21 days 21 days 21 days
These actions will support access to the
Implement plan to
information contained in the records and 83% overall 85% overall
Overall customer satisfaction rating improve satisfaction
preserve the original documents. satisfaction rating satisfaction rating
ratings
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Contents Vision, Values Priorities & Customer Efficiency Improve 8/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 2 Quality Plus
Efficiency
Improve and deliver professional, Key Initiatives
consistent and responsive services to
meet customer needs. ParcelMap BC ParcelMap BC will result in the following major benefits:
ParcelMap BC is creating a single,
• Improve the speed and efficiency of land-related research, planning and business
While respecting the guiding legislation, complete, trusted, and sustainable
decisions through a visual representation of the parcels contained in the land title
the LTSA continues to develop and electronic map of all active titled parcels
register and Crown land registry in an integrated spatial information infrastructure
enhance BC’s land title and survey and surveyed provincial Crown land
• Minimize possible data discrepancies and confusion by reducing the need to consult
systems. Focused on improving customer- parcels in BC. Updated by the LTSA on
separate spatial systems in BC
facing electronic services, the LTSA is a continual basis, ParcelMap BC offers
• Support faster and more accurate real estate dealings by using the visual
developing and implementing initiatives an accessible visual land information
representation of the parcels contained in the land title register, e.g., view a parcel in
to respond to changing customer needs. infrastructure to fulfill a long-standing
context with those surrounding it
Customer service remains a top business need for location-specific land
• Provide a single, continuously improved cadastral representation of parcel
priority for the LTSA in developing and information to support a wide range of
boundaries suitable as a base map for aligning other data products province-wide
maintaining reliable, secure systems that programs and activities.
are available when customers need them.
An incremental approach to parcel fabric compilation is being employed, with all
regional increments targeted for completion by May 2017. Once ParcelMap BC is fully
Strategies operational, it will create a platform for future service offerings such as value-added
layers provided by the LTSA or other entities.
Develop and implement ParcelMap
BC by May 2017, on time and
on budget
Promote customer-facing
improvements by redefining the
front end of the business
Continue to improve internal
processes to achieve better customer
responsiveness, and efficient and
consistent decision making
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Contents Vision, Values Priorities & Customer Efficiency Improve 9/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 2 Quality Plus
Efficiency [continued]
Key Initiatives [continued]
Performance Measures Targets
Improve Customer-facing Services
Measures 16/17 17/18 18/19
Over the next three years, the LTSA aims
to significantly improve how customers ParcelMap BC Province-wide fabric Fully operational Continue value-
electronically file and reference compilation complete system, and added enhancements
accompanying policy and instructional commencement
materials. The LTSA is in the initial phases of value-added
of seeking guidance from stakeholders on enhancements
possible improvements incorporating the
Improve Electronic Filing Plan significant Implement Continue
latest technologies and best practices.
improvements to improvements to improvements to
electronic filing electronic filing electronic filing
Improve Internal Processes
The LTSA will continue to make processes
consistent between land title offices, and
clarify its written communications to
customers, such as Notices Declining to
Register. Continuing an effort begun in
2015, the LTSA Customer Support team
will encourage customers to empower
themselves by actively referencing
relevant help and practice information to
answer questions.
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Contents Vision, Values Priorities & Customer Efficiency Improve 10/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 3 Learn and
Improve
Ensure the optimum structure, Key Initiatives
people and tools for the effective Strategies
operation of the LTSA. Engagement Balanced Scorecard
Implement plans to improve The LTSA will implement action plans to The LTSA will continue with the
Experienced leaders and engaged employee engagement promote increased career development implementation of the balanced
employees are the key to realizing the opportunities and improve internal scorecard to provide at-a-glance
Focus on performance management
LTSA’s business objectives. Through communications by using information information to support the activities
for all employees to support
sharing of knowledge, modelling best gathered from both formal employee underpinning the following corporate
the continued transition to a
practices, and effective performance performance and values-driven, engagement surveys and informal strategic objectives:
management, the LTSA will be positioned customer-centric organization employee focus groups.
as a customer-centric organization • Stakeholder and Customer
that achieves its goals, recognizes its Implement the use of the balanced Performance Management • Quality plus Efficiency
employees, and delivers results. scorecard to measure the LTSA’s Performance management targets • Learn and Improve
success in aligning organizational
and tools will continue to be shared • Financial
goals with performance planning
with employees to enhance employee
Develop leadership capacity to create engagement and increase transparency The scorecard is used by the LTSA to
succession candidates for leadership of business priorities and goals. measure progress and is being cascaded
and other specified key roles from management to employees to inspire
Enhanced productivity measurement to greater alignment of internal activities with
optimize customer service and financial the LTSA’s strategic objectives.
results will be used to identify trends and
opportunities for improvement.
Performance management will also focus
on the due diligence and careful public
administration of the land title and survey
systems in the public interest.
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Contents Vision, Values Priorities & Customer Efficiency Improve 11/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 3 Learn and
Improve [continued]
Key Initiatives [continued]
Performance Measures Targets
Leadership Capacity
Continued training and mentorship
Measures 16/17 17/18 18/19
of Land Title Division employees will Employee engagement survey Improve results Re-survey employees Improve results
complement employee engagement against against
activities in developing leadership prior survey prior survey
capability to help the LTSA capture and
share knowledge across its geographically Performance management participation rate Achieve 100% Achieve 100% Achieve 100%
participation participation participation
dispersed organization.
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Contents Vision, Values Priorities & Customer Efficiency Improve 12/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 4 Financial
Ensure the financial sustainability Strategies
of the LTSA through sound financial
management and development of Use sound financial planning tools Maintain Contingency Cash Reserve
new business initiatives. to achieve efficient and sustainable at a prudent level while still
business objectives allowing sufficient reinvestment
of capital to keep pace with
To continue to support the LTSA’s
Manage costs in line with customer needs and the changing
efforts in exercising responsible fiscal
revenues to ensure the LTSA has marketplace
management in its operations of BC’s
sufficient net income to meet
land title and survey systems, sound
ongoing operational and capital Use a risk management
financial planning and risk management investment needs framework methodology and
measures will be maintained to ensure reporting mechanism to mitigate
stability and sustainability. The LTSA’s Maintain the Assurance Fund at reputational, financial and
capital investment of internally-generated a high statistical confidence level regulatory impacts
net income in required and anticipated by conducting periodic actuarial
service enhancements is critical to assessments Evaluate, on the basis of a business
case, business development
this sustainability. Careful planning
opportunities to ensure customer,
and strategic investment decisions
regulatory and financial objectives
respond directly to customer needs, and are achieved
contribute to the LTSA’s high customer
satisfaction and confidence levels.
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Contents Vision, Values Priorities & Customer Efficiency Improve 13/16LTSA Business Plan 2016/17 to 2018/19
Strategic Objective 4 Financial [continued]
Key Initiatives
Performance Targets
Assurance Fund Sound Financial Management Measures
To ensure the sufficiency and stability of The LTSA will continue to manage its
the Assurance Fund, periodic actuarial finances, being aware of identified risks. Measures 16/17 17/18 18/19
reviews will be conducted to reflect Such risks will be managed through
Assurance Fund Maintain a $6 Maintain a $6 Maintain a $6
changing market conditions, transaction appropriate methodologies, reporting
million cash million cash million cash
volumes and claims history. mechanisms, and mitigation strategies reserve to fund reserve to fund reserve to fund the
to maintain the LTSA’s sound the Assurance the Assurance Assurance Fund
Contingency Cash Reserve financial position. Fund Reserve Fund Reserve Reserve
A Contingency Cash Reserve will be
maintained at a prudent level to Based on the organization’s capital Contingency Cash Reserve Maintain an Maintain an Maintain an
provide a buffer against rapid changes reinvestment goals, the LTSA Board additional cash additional cash additional cash
reserve of the reserve of the reserve of the
in business activity. and Executive team will further define
equivalent of 25% equivalent of 25% equivalent of 25%
annual financial performance measures
of annual cash of annual cash of annual cash
Net Income from Core Business to ensure the organization has the operating costs operating costs operating costs
and myLTSA necessary capacity to invest in service
Continue to tightly manage costs to enhancements in the public interest. Operating Income Achieve 10% Achieve 10% Achieve 10%
generate net income to fund ongoing operating margin operating margin operating margin
capital investments in essential land title Risk Management
and survey systems. To mitigate exposure to unnecessary
New products Achieve 10% Achieve 10% Achieve 10%
risks in reputation, financial matters,
operating margin operating margin operating margin
and regulatory obligations, the LTSA
will continue to refine its risk
management framework.
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Contents Vision, Values Priorities & Customer Efficiency Improve 14/16LTSA Business Plan 2016/17 to 2018/19
The Next Three Years
Key Initiatives In 2016/17
Assurance Fund Sound Financial Management Over the next three years, a major focus • Province-wide fabric compilation of
To ensure the sufficiency and stability of The LTSA will continue to manage its for the LTSA will be managing the build, ParcelMap BC is complete
the Assurance Fund, periodic actuarial finances, being aware of identified risks. rollout, and operations of ParcelMap BC. • Plan for significant improvements to
reviews will be conducted to reflect Such risks will be managed through The LTSA is rolling out and releasing the electronic search and filing
changing market conditions, transaction appropriate methodologies, reporting parcel fabric region-by-region through • Continue to enhance myLTSA portal
volumes and claims history. mechanisms, and mitigation strategies a phased approach, with Province-wide through new and enhanced services
to maintain the LTSA’s sound completion targeted for May 2017. A • Conduct Stakeholder Survey
Contingency Cash Reserve financial position. continued focus on enhancing customer-
A Contingency Cash Reserve will be facing procedures and help materials will
maintained at a prudent level to provide Based on the organization’s capital also be a priority over the coming years.
a buffer against rapid changes in business reinvestment goals, the LTSA Board
activity. and Executive team will further define
annual financial performance measures
Net Income from Core Business to ensure the organization has the
and myLTSA necessary capacity to invest in service
Continue to tightly manage costs to enhancements in the public interest.
generate net income to fund ongoing
capital investments in essential land title Risk Management
and survey systems. To mitigate exposure to unnecessary
risks in reputation, financial matters,
and regulatory obligations, the LTSA
will continue to refine its risk
management framework.
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Contents Vision, Values Priorities & Customer Efficiency Improve 15/16LTSA Business Plan 2016/17 to 2018/19
Contact Information
In 2017/18 In 2018/19 Land Title and Survey Kamloops Land Title Office
Authority of British Columbia Kamloops/Nelson Land Title Districts
• ParcelMap BC is fully operational • Develop and implement plans for value- Corporate Office Suite 114-455 Columbia Street
• Develop and implement plans for value- added enhancements to ParcelMap BC Suite 200-1321 Blanshard Street Kamloops, British Columbia
added enhancements to ParcelMap BC • Continue to enhance myLTSA portal Victoria, British Columbia Canada V2C 6K4
• Implement significant improvements to through new and enhanced services Canada V8W 9J3
electronic search and filing • Conduct Stakeholder Survey New Westminster Land Title Office
• Streamline customer facing procedures General Inquiries Vancouver/New Westminster
and help materials 1 877 577-5872 (LTSA) or 604 630-9630 Land Title Districts
• Continue to enhance myLTSA portal www.ltsa.ca Suite 300-88 Sixth Street
through new and enhanced services New Westminster, British Columbia
• Conduct Employee Engagement Survey Canada V3L 5B3
Victoria Land Title Office
Victoria/Prince George/Prince Rupert
Land Title Districts
Suite 200-1321 Blanshard Street
Victoria, British Columbia
Canada V8W 9J3
Surveyor General Division
Suite 200-1321 Blanshard Street
Victoria, British Columbia
Canada V8W 9J3
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