As Guilford County Register of Deeds, my goals have been fourfold: enhance technology, improve customer service, improve the Department’s operations and preserving historical documents.
Enhanced Technology
Within the first five months, meetings were held with users and citizens on how best to make enhanced technology help users save time and do their job better. Business processes within the office were reexamined and streamlined to prepare for better technology. Vendor demonstrations for a new computer system were held and well attended by the public. Moreover, in choosing the new computer system, our Selection Committee included 18 members and included regular users from Greensboro and High Point. On July 17, 2006, Business Information Systems (BIS) implemented a new software system for the office. In addition, new dual screen public workstations and online service has made a great difference. Land Records are searchable back to the original document in 1771.
Improved Customer Service
During my first week in office, copy costs for uncertified copies were reduced from 25 cents to 5 cents, and the policy requiring users to provide envelopes for returned documents and pay their own postage was eliminated. I authorized the purchase and implementation of a new phone system as well as a new position for handling the phone service. As a result, we now have a 95% call-pickup average and have reduced the time it takes to reach a person. Citizens can reach our office my email or phone and get a quick response.
Improved Department Operations
With regard to internal operations and procedures, communication and transparency between administrators and staff has been imperative. Before taking office, there were no Administration, Supervisory, or Staff meetings to discuss important issues. That has changed. Training is a priority. Whether it is computer training, the Register of Deeds School, conflict resolution, or cross-training, our staff need to be multi-dimensional, and prepared to be the best organization. If you visit the Greensboro or High Point office, you will see the tremendous structural changes to the office itself, including new carpeting, cubicles, and furniture making the staff experience more comfortable and the user experience more friendly to our customers.
Preserving our Historical Documents
Land records including deeds, plats, and Marriage records will be preserved for future generations over the next five years. Guilford County Register of Deeds will preserve the handwritten, typewritten, copy books through restoration activities designed to minimize the physical and chemical deterioration of records and to prevent the loss of informational content.
These are my priorities. We continue to make progress in all of these areas. Vital and Land Records Customer Surveys were completed between July and December 2007. Over 300 customers responded that the Guilford County Register of Deeds met and exceeded our goals, employees exceeded their expectations, and our computer software system compared favorably to our counterparts. In addition, we will be conducting a massive document preservation effort over the next five years.