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Case Study - Knowledge Management as a Customer Service Driver in the
Pubic Service


The Land Title & Survey Authority of British Columbia (LTSA) needed a knowledge management (KM) plan to deliver responsive and trusted expertise to its customers and employees as the source of land registry and land information services in British Columbia.


A multi-year, multi-phase knowledge management strategy and plan to improve the LTSA’s ability to deliver responsive and trusted expertise to its customers and employees as a driver for exceptional customer service.


The Land Title and Survey Authority of British Columbia (LTSA) is a publicly accountable, statutory corporation formed in 2005 responsible for the efficient registration of land title interests and survey records in the province of British Columbia. The LTSA’s services are essential to BC’s private property market, its civil justice system, civic governance, taxation and Crown land management.

Business Case

The LTSA needed a knowledge management consultant and SharePoint developer to help them design a KM program to achieve their ambition as a knowledge enterprise of the future.


Business Solution

In this multi-year project, ARC is providing knowledge management and SharePoint development subject matter expertise. ARC’s services include:

  • Knowledge management and organizational change strategy;
  • Program governance design;
  • Business and design requirements;
  • Business process optimization;
  • Content management and digital publishing model;
  • SharePoint 2016 to SharePoint Online data migration and intranet re-design; and
  • Enterprise taxonomy and search engine optimization.

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