Building services for user needs at HM Land Registry
summary
HM Land Registry pivots into user-centric digital services by picking a thin slice first: an update my address service as the alpha to reuse common components across citizen tasks. Internal transformation targets 46 legacy systems, 26 million yearly requests, ~80% automation overall but only ~25% for substantive register changes; caseworkers spend ~52% of time on decisions. Discovery runs eight weeks with 60+ people; delivery mixes 50/50 internal and supplier staff. Experiments include a Bristol digital register, a hackathon producing three proofsof concepts, and trials of machine learning on documents, blockchain and smart contracts.
AI-written summary · about
chapters (7)
- 0:00Introduction and team
- 3:33What Land Registry does
- 8:41Citizen service discovery
- 10:52Internal service challenges
- 17:59Transformation approach
- 23:17Digital Street project
- 29:10Q&A and summary
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