HM Land Registry and SCC

Customer Summary

HM Land Registry (HMLR) is a government department responsible for registering the ownership of land and property in England and Wales. With a mature IT service management culture and a large user base, including 700 internal users and approximately 7,500 caseworkers, HMLR’s IT team is committed to delivering world-class service management that enables change and supports the organisation’s digital transformation goals.

Challenge

Fifteen years ago, HMLR was among the first organisations to adopt an integrated service management toolset. However, over time, the legacy system’s functionality and capability were surpassed by more modern products. Key challenges included:

• Outdated usability and limited Service Level Agreement (SLA) management
• Inefficient management of asset data
• Lack of integration with other toolsets
• Difficulty measuring and improving customer satisfaction
• Limited self-service and automation capabilities.

HMLR needed a modern ITSM platform that could streamline processes through automation, bring information about IT services into the public domain and provide a unified view of user and system performance.

Solution

SCC’s Enterprise Service Management Practice, in partnership with Xcession, proposed and implemented the Xurrent ITSM platform, a SaaS-based, service-centric solution. The deployment followed a structured pathway, with SCC providing professional services, training and support throughout the transition.

Key aspects of the solution included:

• A Modern and Intuitive Platform: Xurrent’s user-friendly interface and out-of-the-box functionality enabled rapid adoption and self-sufficiency for HMLR’s IT team.
• Comprehensive ITSM Processes: The platform supports incident, request, problem and change management, as well as IT hardware asset management through an integrated CMDB.
• Automation and Self-Service: Extensive use of automated workflows and a streamlined web shop request process, reducing manual intervention and improving efficiency.
• Integration Capabilities: Built-in support for over 100 integrations allowed HMLR to connect Xurrent with other tools, achieving transparency on performance.
• Collaborative Implementation: SCC handled the heavy lifting of data and process migration, enabling HMLR to focus on service mapping and user flows.

Benefits

The implementation of Xurrent delivered significant benefits to HMLR:

• Improved Customer Satisfaction: User engagement with feedback and satisfaction surveys increased dramatically,  from under 1% to 25%, within the first month., wUsers also expressed satisfaction at a rate of 98%.
• Reduced number of incidents reported: Automating workflows and providing users access to more self-help options has produced a marked reduction in the number of incidents reported to the service desk.
• Enhanced Asset and Knowledge Management: Knowledge articles were cleansed and made more accessible, with 25% of user requests now including access to knowledge articles.
• Streamlined Support: Xurrent’s incident management features, such as bulk ticket closure, saved the service desk significant time and allowed them to easily handle a priority 1 incident on the go-live day.
• Actionable Insights: Real-time data and out-of-the-box reporting enabled better decision-making and transparency, supporting continuous service improvement within the IT services area.
• Enterprise-Wide Impact: The platform’s flexibility has allowed HMLR to extend ITSM capabilities beyond IT, supporting other business functions and driving further efficiencies.

In summary, the successful deployment of Xurrent has not only transformed HMLR’s IT service delivery but has also laid the groundwork for ongoing innovation across the organisation. By embracing automation, enhanced knowledge management and user-centred design, HMLR continues to set the standard for operational excellence and customer satisfaction. The journey demonstrates the value of strategic partnerships and modern technology in enabling change that benefits both users and the wider business.