Performance, progress towards strategic objectives and future strategy
Key performance targets for 2004-05
| Key performance targets |
Target 2004-05 |
Achieved |
| Customer Service |
Speed
Percentage of office copy and official search applications processed within two working days
Percentage of all registrations processed within 20 working days. |
98
80 |
99
89.5 |
Accuracy
Percentage of registrations processed free of any error. |
98.5 |
98.7 |
Overall Satisfaction
1
Percentage of customers who, overall, are very satisfied/satisfied with the full range of services provided by the Land Registry. |
Better than 95 |
98.4 |
Financial |
Percentage return on average capital employed. |
3.5 |
7.8 |
Efficiency
2 |
Cost per unit in cash terms3 (real terms)4 |
£28.79
(£21.43) |
£24.97
(£20.07) |
Strategic development areas |
Customer service
Enable printing of authenticated results of official copies and searches in a customer’s office
Land registration
Carry out consultation on a standard form of lease
Electronic service delivery
Start the pilot for processing e-lodgement of forms
Other business development
Make Land Registry data available to the European Land Information Service (EULIS) demonstrator |
|
June 2004
September 2004
February 2005
December 2004 |
1 Results from annual customer satisfaction survey 2004 and the January 2005 bi-monthly mini satisfaction survey.
2 This is a milestone towards the HM Treasury-agreed cost per unit target for 2006-7 of £29.94 in cash terms (£21.17 in real terms).
3 Based on the GDP deflator issued by HM Treasury on 16 March 2005 (base year 1992-3).
4 The real term unit cost in the base year of 1992-93 was £30.65.
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