Her Majesty's Land Registry (Performance Targets)
The Parliamentary Under-Secretary of State for Business, Innovation and Skills (Norman Lamb)
The Land Registry vision is:
“Putting the customer, quality and innovation at the heart of land registration services”.
To meet this vision, the following four strategic objectives have been adopted with associated key performance indicators and objectives, plus two equality objectives:
Customer |
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To identify, anticipate and satisfy customer needs by constantly refining and developing products, services and channels |
Key Performance Indicators |
C1: The percentage of customers who rate our overall products, services and channels as good, very good or excellent 96% |
C2: Average external e-service availability level at 99.5% or higher |
C3: Net promoter score 40% |
Key Performance Objective |
C4: Launch electronic document registration service (eDRS) in September 2012 with at least six business gateway customers. Launch eDRS to portal customers by March 2013 |
Quality |
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To continually improve operational delivery to drive efficiencies, quality and value |
Key Performance Indicators |
Q1: 97% of completed registrations that meet internally defined quality standards |
Q2: 96.5% percentage successful changes applied to electronic services at 96.5% or higher |
Q3: 80% speed of completion—substantive registrations completed within 12 days |
Key Performance Objective |
Q4: All free market trend data released in line with our day 1 transparency commitment to be made compliant with level 4 of the HMG star rating system by 31st March 2013 |
People and Innovation |
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To identify and implement opportunities for the development of our people and Land Registry business, to the benefit our customers and stakeholders |
Key Performance Indicators |
l1: Improve the number of employees positively engaged to 50% |
l2: Environmental: Reduce carbon emissions by 5% compared with emissions for 2011-12 |
Key Performance Objectives |
l3: Successfully introduce performance and innovation into a complete operational office by 31st March 2013 |
l4: Develop a new business strategy for approval by the Minister by 30th September 2012 |
Finance and Productivity |
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To be flexible and efficient and responsive to market fluctuations whilst funding our future investment needs |
Key Performance Indicators |
F1: To increase add value revenue by 20% (to £6 million) and achieve 14% net profit on add value revenue |
F2: To achieve a unit cost of £28.41 for 2012-13 based on 9 million units |
F3: Make a 4% reduction in adjusted running costs |
Key Performance Objective |
F4: Develop an infrastructure investment plan taking into account the impact of the Public Data Group, Data Strategy Board and the new business strategy by 31st March 2013 |
Equality Objectives:
Internal Equality Objective
To drive a culture of inclusion and respect within Land Registry and positively seek to improve engagement with staff from protected characteristics.
External Equality Objective
To equip our staff to identify, anticipate and satisfy our customers’ diverse needs by delivering products, services and channels at a cost we can both afford.
We will monitor our progress in delivering against these through how well we succeed in it meeting the actions via the diversity steering group.