HM Land Registry is a British government agency that registers land and property ownership in England and Wales. It keeps and maintains the Land Registry for England and Wales, where more than 23 million titles—the evidence of ownership—are documented, and it records any ownership changes, mortgages, and leases that affect the land or property. HM Land Registry is a self-financed organization, achieved through charging land-registration fees and delivering value-added services to customers.
HM Land Registry is one of the first UK government agencies to embrace the use of software-as-a-service (SaaS), aligned to the guidance provided by the UK’s Cabinet Office. Following a complex procurement and competitive bid process, HM Land Registry chose Oracle RightNow Cloud Service over a number of competitors.
“We chose Oracle RightNow because it is a robust and flexible solution that meets our current and future needs and provides an excellent return on investment. In addition, Oracle offers a cloud-based service that is perfect for our requirements,” said Eddie Davies, commercial and customer director, HM Land Registry.
“In the longer term, managing and maintaining a central, customer database will feed into our five-year transformation program. We are planning to overhaul our IT architecture and will use the data collected from Oracle RightNow to help drive change across the organization.”
HM Land Registry worked closely with Oracle Consulting to deliver a successful project within very tight delivery timelines, including a complete rollout within just one month. Oracle Consulting used RightNow Project Methodology to deliver Oracle RightNow using a standard, phased approach. HM Land Registry implemented Oracle RightNow as a vanilla system to reduce complexity within the customer relationship management system. It also helped Oracle and HM Land Registry to deliver a smooth implementation on-time.
HM Land Registry rolled out Oracle RightNow to more than 3,000 staff at 14 different locations in England and Wales, including two call centers. The team ran a number of workshops to train users in using Oracle RightNow and also to educate staff on the benefits of rolling out a noncustomized system.