KPI update April – June 2021

Published: 04 August 2021
Freedom of information class: How we deliver functions and services

An update on our key performance indicators for the first quarter of 2021/22.

This is the first set of KPI results based on our new Corporate Business Plan 2021-2026 where we outline our four strategic objectives and identify a series of key performance indicators (KPIs) that 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.

Objective one: Complete Scotland's land register by 2024

Our aim is to stabilise then reduce the arrear through despatching 60% of new applications within 35 days.

To improve customer confidence we set a target of clearing 1115 cases from the arrear by 30 June and a further 2000 cases by 30 September.

Performance indicator




Clear the arrear



Ahead of target

Complete 60% of applications despatched within 35 days
Performance indicatorTotalTargetProgress
Dealing with Whole 85.6% 60% Ahead of target
First registration 66.3% 60% Ahead of target
Transfer of Part 30% 60% Behind target

Although on an upward trend, due to a continued level of exceptionally high intakes we did not meet our target for TPs.

Objective two: Lead on the innovative provision of land and property data

To meet our applications quality target we will:

  • improve our data
  • identify new products and data reports
  • offer customers greater accessibility to information we hold
Objective two KPI - April to June 2021
Performance indicatorTotalTargetProgress
Applications quality 93.1% 93% Ahead target

Objective three: Develop and deliver digital improvements

To continue to meet this target we will provide faster and more secure digital tools where appropriate.

Objective three KPI - April to June 2021
Performance indicatorTotalTargetProgress
Customer satisfaction 87% 80%  Ahead of target  

Objective four: Invest in our people

To improve employee engagement, we are aiming to build a workforce of enabled employees that are experienced and forward looking.

Objective four KPI - April to June 2021
Performance indicatorTotalTargetProgress
Improve employee engagement - 66% -

The annual Civil Service People Survey takes place each October across the civil service.

Additional staff surveys taken in year indicate positive engagement is being maintained across the organisation.

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