KPI update April 2019 - March 2020
Published: 29 April 2020Freedom of information class: How we deliver functions and services
View our KPI update for April 2019 to March 2020.
In our Corporate Business Plan 2020-2025 we outlined our four strategic objectives and identified a series of key performance indicators (KPIs) that would act as targets to ensure we achieve them.
We are committed to being transparent and will be sharing our progress against our KPIs outlining what the target is and when it is due to be achieved on a quarterly basis.
Covid-19
Progress towards achieving our targets for land register coverage, the arrear, carbon footprint and paper usage has been slowed down in the last two months by Covid-19.
Strategic objective one
Complete Scotland's Land Register by 2024
| Objective | Total | Target |
|---|---|---|
| Land register coverage | 39.2% | 41.7% (12 month target) |
| No arrear by September 2020 | 30,304 (excluding Cat Bs) | 23,677 |
| All new applications within service standard by September 2020 | 96.8% | N/A |
| Applications quality | 90.5% | 93% |
| Key data points quality | 98.3% | 98% |
Cat B applications
A Cat B is application to register a deed affecting part of registered title where the registered title does not form part of a development. Current Cat Bs and associated cases in arrear are 29,633.
Strategic objective two
Lead on the innovative provision of land and property data
| Objective | Total | Target |
|---|---|---|
| IT service availability | 100% | 99% |
| Statutory unit cost | +6.5% (as of March 2020) | -3% |
| Achieve a return of non-statutory services | 10% (as of March 2020) | 5% |
Statutory unit cost and registration arrears
The 3% reduction in statutory unit costs target is reporting red, with a 6.5% increase in overall unit cost. This is as a result of the mix of products changing as we clear our registration arrears.
These products are more complex and so more expensive to complete, and so our overall unit cost is higher. However, we have improved our efficiency on all our main products, reducing individual unit costs by between 4% and 15%.
Strategic objective three
Develop and deliver digital improvements
| Objective | Total | Target |
|---|---|---|
| Customer satisfaction | 83% | 80% |
| Customer effort | 84% | 60% |
| Increase ScotLIS customer sessions | +16% | N/A |
Strategic objective four
Invest in our people
| Objective | Total | Target |
|---|---|---|
| Carbon footprint reduction (as of February 2020) | -2.1% | -6.0% |
| Paper usage | +10.7% | -11.5% by September 2020 |
| Investors in People | Silver | Gold by September 2021 |
| Reduce contractors | 24.6% | 0% |
| Increase IT staff | -6% | 15% |
Civil service people survey
This employee engagement survey is run annually across the UK civil service.
| Increase participation | Engagement score |
|---|---|
| 73% participation | 59% |