Customer-oriented approach in cadastral procedures – Case study from Finland

This paper is presenting research on with possibilities and benefit of applying a customer-oriented approach in public cadastral procedures. Public service providers have raised awareness towards customer-oriented approaches in their procedures during recent decades. This study discusses the relevance of adopting a new approach in cadastral procedures by presenting a new method to obtain a subdivision procedure. This is done by conducting a literature review followed by a description of this new method in Finnish local government, the city of Tampere. After that, the study presents views of customers involved in the procedure collected by interviews. The results show that customers of the subdivision process value direct contact with authorities to ensure their interests to be taken into consideration. Eventually, the study proves that new co-operative methods with and within authorities are essential as well re-evaluating organisational culture values and methods.