1. Land Administration Åse Christensen Namibia University of Science and Technology Bachelor of Land Administration Bachelor of Property Studies Honours Semester 5 / 7, April 2016 Lection 28-30 1

2. Agenda Developmental issues in Land Administration – Customer Care and Better Services – Pricing Land Information – Best practices in Land Administration – Parcel based LIS 2

3. Customer focus Who are the customers of the land administration system? 3

4. Customer groups Customer categories – General public – Government – Business – Government corporations 4

5. Why customer feedback/ expectations Customer loyalty Benchmark against self and with private best in class enterprises How often? – Customer audits every 3 years 5

6. Distribution Use of Internet/ Intranet Network Dedicated service outlets – via service kiosks Longer opening hours Higher delivery speed Lower prices 6

7. Customers demand Uninterrupted access 24/7/365 Reliability Accessibility Timeliness Professionalism Easy to use products Being a partner in business – integration with their own business – one stop shopping 7

8. Customer Expectations / Feedback Expert interviews Customer surveys / audits Panel discussions 8

9. Pricing Land Information Adopt business approach to data supply – Commercialization – Revenue generation LI is a value added product Pricing of soft and hard copy data 9

10. Basis for charging Requirements by law Recover certain costs from users Commercial objectives Cost recover/ users pay principles Use to which data will be put Objectives of charging: Study guide pp. 91-92 Charging strategies: Study guide pp. 92-93 10

11. Best practices in LA Evolves over time Varies from place to place, country to country Driven by national and global drivers National, Regional, World “best practices” 11