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  • Creating balanced teams

    RITA Series: How HM Land Registry transformed to a customer self-service model

    Event Details
    10 Aug 2021
    10:30 - 11:15

  • Creating balanced teams

    RITA Series: How HM Land Registry transformed to a customer self-service model

    Event Details
    10 Aug 2021
    10:30 - 11:15

The first role of a customer-centric Product Manager is understanding the problem you are trying to solve.  As a result of the pandemic, remote working and user requirements, HM Land registry like many other organisations quickly had to make improvements to their digital services to ensure they were providing their customers with a positive experience.

‘View my applications’ (VMA) was introduced to HM Land Registry Business e-Services, from August 2020. It forms part of a wider initiative to improve the portal channel, through which around three quarters of all Land Registry’s applications for processing, are routed every working day.

Join this session of the Real IT Series to hear John Taylor, Product Owner of the ‘View my Applications’ Service, HM Land Registry share his experiences, the processes, challenges and successes in transitioning their services away from manual transactions to a customer self-service system and how this reshaped their business.  

About the RITA Series
The Real IT Series highlights the successes and achievements of both Real IT Awards winners and submitters. Teams are recognised for their innovation, technical skills and business foresight by senior technology leaders, who embody outstanding expertise in their given field.

 

This series aims to:

  • Share insights into what teams are doing and achieving with the technology space.
  • Share experiences and best practices which can be applied to your own teams and projects.
  • Provide an opportunity to network with technology peers.


Related Resources

More information regarding our RITA Winners can be found here


 

Speakers

John Taylor

Associate Product Manager


Summary

John is the Product Owner of the ‘View my applications’(VMA) service accessed via HM Land Registry’s Business e-Services (portal). He is a member of the External Digital Services Team within the Land Registry’s Digital Data and Technology Directorate. He has worked on the VMA project for the past 3 years, using agile and scrum methodologies. He has been involved in all aspects of the development of VMA, and ensuring sufficient organisations were signed up for testing the service, prior to it going live in August 2020.John continues to engage with customers and users of VMA with a view to improving the service further. He has worked for Land Registry for over 35 years, and has been previously deployed in numerous roles involving processing Land Registry casework, a project manager (PRINCE2), training instructor, communications, and IT manager (ITIL certified). He lives and works in Coventry, and has also worked at regional Land Registry Offices in Weymouth, Leicester and Head Office in London

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