e-survey

Minister congratulates surveyors and LINZ on reaching the milestone

David Parker, Minister for Land Information

David Parker, Minister for Land Information, has congratulated the survey community and LINZ on reaching the milestone for 100% e-lodgement of cadastral surveys.

"Thanks to surveyors and LINZ, New Zealand is the first country in the world to have a fully electronic survey and land title registration system," says David Parker. "I appreciate that since the Government's announcement in February last year, a lot of hard work has gone on to make this happen. Surveyors have had to make time to be trained and get familiar with the e-survey application by 1 September during a very busy period for our building industry.

"Landonline, with its leading-edge technology, is a great example of how government and business can work collaboratively to achieve greater effectiveness and efficiency for the benefit of New Zealand taxpayers and ratepayers. E-government initiatives can provide new ways for people to interact and the benefits of this interaction may not be realised immediately."

David Parker says Landonline is helping New Zealand gain recognition as a world leader in E-government, with improved delivery of services and enabling greater access to information.

"To stay in front, we have to be quick to grasp new technologies, and I congratulate the survey community for meeting this challenge head on."

Well worth the journey

Brendan Boyle, Chief Executive, LINZ

Brendan Boyle, Chief Executive

Though the journey to the 100% e-lodgement mandatory date for cadastral surveys has had its challenges, we are definitely on the right path says LINZ's Chief Executive, Brendan Boyle

"Everyone has had to absorb a lot of change and there are bound to be further challenges going forward," says Brendan. "However, we are committed to continuing to improve the e-survey application and our customers' experience with Landonline."

Since the launch of Landonline in 2000, LINZ has gradually worked towards the move to 100% e-lodgement with both the surveying and conveyancing communities.

"Surveyors and conveyancers have done a great job," says Brendan. "I want to thank them for identifying and working through issues so constructively with LINZ. That helped get us to the point where setting those target dates for 100% e-lodgement was the logical next step. Now, we are at the stage where we have virtually achieved 100% e-lodgement of survey plans and it's a credit to everyone who has participated in the process."

"LINZ acknowledges that it hasn't been easy. It has taken surveyors time to be trained and to become confident and familiar with the application. And it's taken time and effort for survey firms to put business processes in place so they can reap the benefits of e-lodgement.

"We know surveyors are concerned about national infrastructure issues relating to connectivity. We can't solve all those issues but we will do everything we can to ensure Landonline is working well from our end and liaise with internet providers on possible solutions."

LINZ has worked closely with stakeholder bodies such as the NZIS and the ICS over the past several years and they have been well represented on Landonline and 100% e-lodgement advisory and steering groups.

"While we haven't always agreed on the timing for changes, I'm confident we are all committed to the future direction of 100% e-lodgement and to continuously improve Landonline."

Brendan acknowledges the huge contribution from LINZ staff in reaching the 1 September milestone and says it has been a 'one LINZ' effort.

"The move to 100% e-lodgement has necessitated a significant change process in our processing centres. The productivity gains of Landonline led to a significant reduction in staff numbers and, ultimately, the centralisation of processing in Hamilton and Christchurch.

"I'm sure surveyors will agree when I say how impressed I am with the way our processing staff have handled these changes. They have shown a high sense of dedication and professionalism by continuing to maintain high standards and quality despite the threat of job losses and office closures.

"Now it's time to look forward. LINZ has good processes and systems in place to support the 100% e-lodgement environment. We will continue to liaise with survey stakeholders and customers to prioritise improvements and make sure the development of the system meets their business needs. I'm looking forward to the survey community keeping us informed about their views and needs relating to 100% e-lodgement and the survey application."

Landonline – a huge task that's been no mean feat

Bruce Manners, Principal of Connell Wagner and incoming NZIS President
Hudson Moody, Director of Spencer Holmes and NZIS representative on the Survey and Title Advisory Committee

Bruce Manners, incoming NZIS President

According to incoming NZIS President, Bruce Manners, people need to stop and think about the huge task LINZ took on with Landonline.

"It has been a 10 year project at least so far and I think people lose sight of that," says Bruce. " LINZ has basically re-engineered the delivery of survey and titles from the top down, all rolled up into one IT project. Other large government IT projects have come to grief and this one hasn't."

A view shared by Hudson Moody, NZIS's representative on LINZ's Survey and Title Advisory Committee. "LINZ should be congratulated on getting us to where we are now," says Hudson. "There's a huge amount of work involved, particularly on LINZ's side of things – I don't think everyone appreciates all the background work required to get to where we are today."

Bruce's firm, Connell Wagner, took up e-survey over three years ago. He says e-survey has provided positive opportunities and advantages including the standardisation of Connell Wagner's processes nationally.

"Landonline has delivered a consistent national standard for cadastral surveys. LINZ has done a great job of identifying and reducing the amount of information to be included in a survey to the minimum. These initiatives have provided major benefits. We can operate in a way across the Connell group that we weren't able to before e-survey. For example, a Wellington survey can be completed in Rangiora – there's no misunderstanding because of regional differences.

"That has to be balanced with the fact that not all surveys are easily done in Landonline, such as large or complex surveys, strata surveys and natural boundaries," says Bruce. "Having said that, overall the experience has been positive."

The ability to search land title records electronically and access 95% of them immediately "is incredible" according to Bruce. "We used to have to physically go and get them. When clients ring up now for a copy of title, we no longer have the need to say 'we'll get back to you in a couple of days.'"

Hudson's firm, Spencer Holmes, began using e-survey soon after it was launched nationally in 2004. Hudson says, "We started using e-survey fairly quickly after the pilot and have been lodging 100% of our surveys electronically for the last two years. It has come a long way and many improvements have been made, particularly over the last 18 months."

Hudson Moody, NZIS representative

Hudson says ongoing development of Landonline has the potential to take it from being a good application to being state of the art. "LINZ needs to continue improving the performance of Landonline, making e-survey more user friendly and, where possible, simplifying processes. I'm sure there's potential to further reduce processing times."

Bruce and Hudson agree that the relationship between the NZIS and LINZ is more positive now than it has been in the past. LINZ is engaging with the profession on matters of importance and seeking regular input and feedback on a range of survey related issues.

"We have good lines of communication," says Hudson. "We're getting lots of opportunities to comment on various issues, not just about Landonline. Representing the NZIS on the advisory committee allows me to keep the survey community informed on the progress being made."

Bruce says Hudson's contribution to the committee has been "fantastic" and he too would like to maintain regular dialogue with LINZ. "Those connections are invaluable and should be an honest exchange without the spin."

Surveyors have done a great job getting to 1 September says Bruce. "e-survey has been a difficult learning curve and improved capability only comes through experience. The majority of our members have made the IT improvements and jumped in and got on with it. Learning e-survey has come at a time when the survey community has been as busy as they ever have been, so they've been learning and training during times of significant work pressure. Surveyors can congratulate themselves on that."

e-survey case study – one firm's experience

Brent George, Andersen & Associates, Christchurch

Brent George, Andersen & Associates

Consulting Surveyors Andersen & Associates in Christchurch were lodging 100% of their standard surveys electronically only a few months after getting started in e-survey.

"We started using e-survey in September 2006 – I'm surprised it was just a year ago – it seems longer," says senior associate Brent George. "About five months after getting set up, we were at the 100% e-survey threshold with our standard survey datasets, which exclude Tenure Review and historical projects."

During the e-survey training, Brent says they were encouraged to use LINZ's 0800 Customer Support for their first few surveys. "Our trainer said 'don't be afraid to use the 0800 number'. I tend to use the 0800 first. When you get to a certain level of competence with Landonline and hit a snag, it's usually a problem that isn't covered in the user guide."

Integrating Landonline into their systems coincided with a planned upgrade to computer equipment. The firm also upgraded their server and revised other components such as their survey software package and getting a high-speed internet connection.

Brent says LINZ needs to be aware of the costs of compliance for survey firms. "We were at a stage where we had to upgrade PCs and software and a component of that was forced by Landonline. The costs of setting up, licenses, digital certificates and training time – it all adds up."

Re-engineering the firm's business processes to accommodate e-survey wasn't really necessary. "Essentially the same checks and balances are in place as for a paper plan. We did adjust our workflow because doing a survey from start to finish needs to be more attuned for an e-survey than for a paper survey, for example, when initially exporting XML data from Landonline, and when checking the dataset as part of QA."

Brent added that having Landonline driving the cadastral survey work process and dictating when and how datasets are completed is a little disconcerting. "It takes some of the control of a project away from the job manager."

Brent describes himself as a "reluctant but happy user" and says the firm had a few challenges along the way. "We deliberately didn't participate in the pilot programme as we wanted the whole process and functionality of Landonline to settle down before we embarked on the learning curve.

"We are still grappling with some aspects such as dropped connections, lock outs and what appear to be Landonline system freezes – generally things that are hard to attribute to any fault or reason."

Brent says he can see the benefits of e-survey, e-dealing and TA e-certification. "A TLA [territorial land authority] that can e-certify plans streamlines the process. Christchurch City Council is very good to deal with and we are benefiting from their involvement in the pilot process, and the usage of TA e-certification keeps the project moving and shortens the overall project timeframe."

Andersen & Associates deal with four TLAs locally with differing levels of understanding and experience with e-survey. "Each TLA has their own way of doing things, which can be frustrating at times – but this is no different than in the past," says Brent. "Because Christchurch City is fully capable, dealing with them is clear cut and efficient whereas with others who aren't e-certifying, or have just started, the normal timeframes and delays are experienced."

As more users come on board, Brent says it's important for the 0800 support to be maintained. "Particularly with complex surveys or surveys being undertaken in non-SDC areas. As conflicts are encountered – which are inevitable – it's a key requirement to have people in LINZ who can quickly and efficiently deal with them so that our project workflow is not affected. The fewer conflicts there are in Landonline, the better.

"Although I've had a few qualms about Landonline and e-survey, it will definitely help some of our surveying processes become more efficient."

Landonline – collaboration means progress

Tony Lester, Chief Information Officer
Katrina Jacobsen, Manager Customers

Extensive work carried out over the past 18 months will ensure Landonline is as 'fit as possible' as we enter the mandatory period for e-survey. Enhancing the performance and stability of Landonline has been the main focus.

Tony Lester, LINZ's Chief Information Officer, says there has been a real drive across LINZ and working with Landonline customers to make this happen successfully.

"We certainly couldn't have achieved as much as we have without the input of customers telling us about their experiences and their willingness to help diagnose issues," says Tony. "Our number one priority is the performance and stability of Landonline and ensuring its infrastructure and application is tuned for the job."

Tony says the focus has been on improving the connectivity and stability of the Landonline system, technology improvements based on best practice, and ensuring the capacity and performance of Landonline is continuously maximised.

"As a result, we've done a range of things such as assess performance improvement opportunities going forward, put measures in place to meet any impact arising from a change to the way the system is used, upgrade the current test environment, and increase the number of servers to manage current and future capacity."

Several new processes to help customers have been initiated. LINZ has installed a DSL tool to measure customers' internet connection speeds to Landonline, and established customer performance control groups for all major Landonline activity to provide us with feedback on performance. We have also initiated a process to replicate data that will reduce data loss and improve the system's recovery time in the event of a disaster.

Katrina Jacobsen, Manager Customers, says the collaborative approach between LINZ and customers has been crucial in a number of e-survey related activities.

"The inclusion and use of firms and individuals in the development of e-survey materials and communications, input into the Surveyor-General's Rules, feedback at stakeholder meetings by survey representatives, and the sharing of information between surveyors, have all helped to achieve mandatory e-lodgement."

Katrina says listening to customer views and representing their priorities inside LINZ has greatly assisted with the changes that LINZ has also needed to make.

"This approach has been invaluable and will be a major component in the way we do things going forward," says Katrina. "Our activity doesn't stop here – we have a project in place that takes a seven to ten year view of what we'll need to do to maintain Landonline performance and stability.

"LINZ leading E-government processes means we're also making the changes needed to be simpler to interact with, provide faster service, and generally be more responsive."

Surveyors respond to training effort

Allan Wilson, Cadastre Ltd
Ralph Winmill, Winmill e-survey Services Ltd

Since October 2004, LINZ has sponsored the training of 287 survey firms in Landonline's e-survey application in preparation for the mandatory lodgement of cadastral surveys. Out of a total of 359 identified survey firms, 54 have opted out of training, deciding to use an e-survey bureau service or another firm's licence.

"LINZ's training programme has been extremely successful," says e-survey trainer, Allan Wilson of Cadastre Ltd. "Without sponsored training, the uptake of e-survey would not have progressed to where it is today. Survey firms around the country have been extremely busy – and still are – so LINZ's decision to sponsor training has greatly assisted them with implementing e-survey into their office procedures."

Ralph Winmill of Winmill e-survey Services Ltd has trained 75 survey firms and most territorial authorities (TAs) in the e-survey and TA e-certification applications respectively.

"One aspect I've found most satisfying about the training is seeing the trainee's eyes light up when the LandXML survey software and Landonline e-survey line up," says Ralph. "They realise it's not the great monster they thought it was and is in fact a package designed by surveyors for surveyors."

Ralph says another highlight was the training of surveyors in their 70's and 80's who enjoyed learning e-survey. Allan has trained 140 survey firms and says this also came as a pleasant surprise in some of his training sessions.

"The transformation of some surveyors was quite amazing, especially one or two older sole practitioners who thought e-survey would be too much to grasp and they would have to retire," says Allan. "To see the change after training and follow-up on a few simple jobs to a point where they realise they can continue with their lifetime interest and passion has been a real highlight."

Both trainers have occasionally been disappointed by the lack of commitment from a few firms post training.

Usually though, Allan says, most surveyors accepted that e-survey would become mandatory and, having identified advantages such as streamlining procedures and faster processing, they just "got on with it".

A number of firms have approached the trainers for follow up sessions, some at their own expense, to cover aspects they didn't quite grasp or to train new staff members. Neither Ralph nor Allan considers much additional training will be required now that the mandatory date has arrived and most firms are trained. They share the view that it's now up to the industry and individuals to organise the training and continue with the support offered by LINZ in the way of online help and education.

Allan says, "It usually takes three of four simple datasets to become reasonably proficient in e-survey. Having learned the basic functionality requirements and e-survey terminology, they can then move onto more advanced tasks like natural boundaries, process balance parcels, and exception process requirements. This can then be conveyed remotely via LINZ's Customer Support e-survey specialists.

"My advice is to try 'self-help' in the first instance. If the 'self-help' takes more than five minutes, don't be afraid to seek assistance from LINZ's Customer Support team – that's what they're there for," says Allan. "Also, if necessary, seek assistance from a bureau service to ease you into the e-survey process."

Ralph says, "I encourage surveyors to be open to seeking advice from mentors and other professionals who they know and trust, with experience in the area in which they need help."

Allan has been impressed with the professional attitude and support shown by LINZ. "LINZ has gone to a tremendous amount of effort to make implementation of e-survey successful, not only with the sponsorship of training, but with all the support material such as quick reference cards, CD-ROM training disc, user guide, and of course the 0800 Customer Support team."

Outlook for e-survey is "very encouraging"

Sharon Cottrell, General Manager Customer Services

Sharon Cottrell, General Manager Customer Services

Sharon Cottrell, General Manager Customer Services, says the survey community has made a huge effort to make the time to learn about Landonline and begin using e-survey.

"We appreciate that electronic lodgement has presented a significant challenge for both survey and title transactions, and the way Landonline works for surveyors is not always intuitive," says Sharon. "LINZ is committed to providing surveyors with the support and the education resources they need now and in the future."

Sharon says LINZ recognises the application isn't perfect and there are improvements that can be made. "The more familiar surveyors get with using the application, the more suggestions they'll be able to make for improvements. We're keen to hear their thoughts and views and, in particular, we'll be consulting the survey community on options for improving plan generation over the next month.

"We also want to hear about your experiences with using Landonline and how the system has performed for you. We have a programme of work focussing specifically on e-survey performance improvement opportunities and it's important we hear about customer's experiences."

LINZ will continue to invest in improvements to Landonline as part of the regular maintenance schedule. "We acknowledge we won't always be able to do everything that surveyors want at once. That's why we have a prioritisation process in place to identify those improvements that would be of most value to the survey community as a whole."

Sharon says the intention is to make information about the suggested changes more accessible to surveyors so they can gain a better appreciation of the range of enhancements and LINZ can use their feedback to establish priorities.

"We look forward to continuing to work with representatives from the survey community on the advisory committees and also on the prioritisation process," says Sharon.

"September 1 is a key milestone for us all," says Sharon. "It's very encouraging to look at all the opportunities we have ahead, to keep working together and maximise the benefits Landonline e-survey can deliver."

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