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Chief Executive's Foreword |
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Major Issues & Trends |
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Achievements 2002-2003 |
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Product Highlights |
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Corporate Highlights |
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Outlook 2003-2004 |
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Financial Overview |
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Summary of Output Measures |
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Market Research | Data Quality Improvement | Business Realignment Program
DOLA is working towards having the flexibility and capacity to be more responsive to the changing needs of its customers, especially in regards to information.
The new statutory authority will have a more commercial focus while continuing to provide the core services of land information, titling and valuation services.
Our focus is on providing an e-commerce environment. Technology and on-line services will provide greater access to integrated land and property information, which will have a wide range of benefits for Government and business.
DOLA aims to be at the forefront of e-government initiatives.
Comprehensive quantitative market research was undertaken to enable DOLA to take a definitive view of those areas that require focus to meet customer expectations in terms of service, product delivery, customer management and communication. The research provided the foundation to inform an agency-wide strategy which aims to achieve a consistent and improved customer interface.
DOLA continued its commitment to data quality improvement by undertaking a major review of projects and activities associated with data improvement throughout the year. In considering the current situation and the agency’s strategic direction, DOLA reassessed its data improvement priorities for the future. Complete, accurate and timely data is considered a key enabler in facilitating a whole-of-Government land and property information platform.
A major business improvement initiative designed to bring about internal business efficiencies and provide better value and improved service for customers commenced during the year.
All aspects of DOLA’s business will be examined using a suite of tools including value chain analysis, activity based costing, business process mapping and marketing analysis. The costs of business processes and the associated deliverables (products and services) will be considered in terms of their business viability.
The program is expected to roll through until 2005, whilst improvements to processes and any new business opportunities identified, will be implemented along the way.
In the longer term, this work will enable DOLA to better understand its cost structure so as to inform future pricing decisions of products and services. This will also provide for greater consistency when determining prices. DOLA will optimise work to date by reflecting any new understanding of its cost base in the prices of its products and services.
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