Memorandum

From:

Mark MacLeod President and Chief Executive Officer

Date: Phone : Fax:

November 25, 2002 787-1428 787-9220

To: All Staff Re: November 25, 2002 – President’s Update

Rebalanced Fee Model Over the past few months, individuals and teams from throughout ISC came together to develop a new business model that identifies changes to the fee schedule for Land Registry. The major work involved taking a good look at our business, what we charge and what we will need to charge in the future for the Land Registry services ISC delivers to the people of Saskatchewan. It is vital that we rebalance our fee model so that we can meet our revenue targets for 2003 and beyond. Equally important, ISC cannot go forward without a good understanding of what our customers and stakeholders believe our services are worth. We need to understand how much our customers would be willing to pay for these services and whether there are new services we will provide at a cost. We need to establish a revenue model that will allow us to build ISC into a corporation that meets the needs of all our customers. To better understand our customers’ expectations, while we have been defining and developing our new fee structure, we have also been planning customer consultations. These are taking place on Monday and Tuesday November 25th and 26th in Regina, Saskatoon and Moose Jaw. I will also be discussing the proposed fee model during a stakeholder meeting in Prince Albert this week. Thank you to those of you who participated in the dry run of these consultations this past Friday. Your input and constructive criticism is exactly the kind of participation we need from all areas of the corporation. I stress the word constructive because ISC is at a point in our evolution where we can all stand to learn a thing or two from each other! The details of the proposed fee model are included in attached documents. I have also included a preliminary frequently asked questions document for you. . . . 2

President’s Update Page 2 November 25, 2002 _____________________________________________________________________

This is not the end of our organizational review of our revenue model – it is just the beginning. We will keep working it until we get it just right! We’re dealing with a new way of doing business that we may not always understand – myself included. Our aim is to simplify everything so that we can do more with our business model. We need to find those elusive “Value Spots” in our business, build on them, and then pass the value on to our customers. Release 2.6 Although we were busy preparing for consultations, ISC’s day-to-day business did not stand still. This week, the LAND System will be further enhanced through Release 2.6 on Friday, November 29. You should have received, by e-mail last Friday, details of this update to the System. The drive behind this update is to continue to improve customer satisfaction and to make it easier for our customers to do business with us. We have posted details of this update on our Web site: www.isc-online.ca. Kudos: I continue to be astounded by the efforts many of you make on a day-to-day basis to meet our customers’ needs, to make ISC successful and to make everyone’s work experience more fulfilling. I must recognize the efforts of Kevin Kanawati and Fang Xia and their colleagues in the TST group for last minute postings on to the ISC Web site. In one case they were able to post a notice in seven minutes – a significant achievement! To a large extent, our Web site is ISC’s public face – keeping our customers well informed about its status is a key part of our focus on customer service. I am also pleased to focus my recognition on the above and beyond efforts of the individuals and teams who contributed to developing the rebalanced fee alternatives and who continue to try to simplify what we do for the benefit ISC and our customers. Thanks to Mary Ellen Wellsch, Karen Banks, Kathy Hillman-Weir, Catherine Benning, Lori Uhersky, Janet Aird, Claire Antoshewski, Margo Heglin, Nevin Danielson, Carmen Leibel and Matt St. Amand. Thanks, as well to those of you who worked behind the scenes during this initiative, as well as the ongoing CFT initiative to fulfill ISC’s day-to-day business needs. You have all worked very hard to position ISC on a path of success. Have a good week. Mark