The CPSU NSW recently met with management to discuss the proposed restructure within Land Registry Services. Consultation with staff is currently underway.
The following is a summary of the information provided by management and the issues raised by the CPSU NSW.
Consultation Process
Management advised that 27 initial consultation meetings have been completed. Staff have been informed of the proposed operational changes and consultation remains open.
Management has committed to maintaining a register of staff questions and feedback, with all submissions to be reviewed before any final decisions are made.
The CPSU NSW raised concerns that the union should have been involved earlier in the consultation process. Management responded that staff consultation commenced on the same day the union was advised.
Why is management proposing these changes?
Management advised that the proposed restructure is intended to address a range of operational challenges, including:
- Operational challenges experienced over the past 12–18 months.
- Customer satisfaction and engagement outcomes.
- Staff engagement.
- Reliance on overtime.
- Service backlogs and service level agreement issues.
- Preparing the organisation for digital transformation.
- Recommendations arising from a recent audit, including stronger quality assurance processes.
Summary of the proposed changes
Management has proposed the following changes:
- Creation of eight new Plan Examiner roles to enhance the capacity and capability of plan examination services.
- Creation of two new Team Coordinator roles within the Plans and Dealings business units to improve alignment of service delivery and resource management.
- Creation of a new Capability and Compliance Support function, led by a new manager, focused on capturing staff knowledge and expertise, strengthening capability and compliance, and providing subject matter expertise.
- Creation of a new Quality Control and Assurance function, led by a new manager, to develop audit processes and improve consistency and quality of service delivery.
- Enhanced service and product management capability to support continuous improvement in systems and processes.
Management advised that these changes are intended to improve operational performance, customer service and organisational capability while supporting digital transformation. Management also stated that no reductions to existing staffing levels are proposed.
Existing employees and roles
Management advised that while overall employee numbers are expected to remain unchanged, some duties and team structures may change as the organisation progresses through digital transformation.
It is too early to determine whether any classification or grading changes will occur. These matters will be considered once the detailed organisational structure has been developed.
Artificial Intelligence (AI)
The CPSU NSW sought clarification regarding the organisation’s proposed use of Artificial Intelligence (AI).
Management advised that:
- AI will initially be used to improve productivity and support administrative tasks.
- AI is intended to support, not replace, employee decision-making.
- Human oversight will remain an important part of any AI-supported processes.
The CPSU NSW requested a copy of the organisation’s AI policy, which management agreed to provide.
Member feedback
The CPSU NSW wants to ensure members’ views are represented throughout this process.
If you have any feedback, concerns or questions about the proposed restructure that you would like the CPSU NSW to raise on your behalf, please email and quote reference number C10021070.
Your feedback will assist the CPSU NSW in representing members’ interests during the consultation process and in further discussions with management.
Contacts