Service First

2002-03 was even better

All Key Performance Targets achieved

Best ever performance in 2002-03 despite record intakes
Stocks of outstanding casework lowest for 25 years
Over 86% of registrations processed within 20 working days
Positive response to public consultation on e-conveyancing
First online service for the citizen launched in March with Land Register Online
Consultation on Land Registration Rules completed
Financial Memorandum of Understanding signed with HM Treasury
99.5% of registers now capable of electronic delivery
98.7% of customers satisfied or very satisfied with the full range of services offered by Land Registry.

Key Achievements
Results and Dividends
10-Year Strategic Plan and Objectives
-	Achievement of Key Performance Targets
Customer Service and Operations
-	Speed and accuracy
-	Customer satisfaction
-	Extended hours of service
-	Telephone services
-	Charter Mark
-	Public reporting and accountability
Service First
-	Standards of service
-	Open and full information
-	Consultation and involvement
-	Accessibility and the promotion of choice
-	Welsh language service
-	Putting things right
-	Independent Complaints Reviewer
-	Parliamentary Commissioner for Administration (Ombudsman)
-	Indemnity
-	Mapping
-	Land Registry Property Gazetteer
-	Project Acacia
Information Systems
Communications and Marketing
-	Marketing and Communication Group
Finance
-	Efficiency
-	Memorandum of Understanding
Human Resources
Land Charges and Agricultural Credits