KPI update January - March 2021

Published: 24 May 2021
Freedom of information class: How we deliver functions and services

An update on our key performance indicators for the last quarter of 2020/21.

This is the last set of KPI results based on our Corporate Business Plan 2020-2025 where 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.

All of the following targets were set as part of our corporate planning progress and agreed before the COVID-19 pandemic.

Objective one: Complete Scotland's land register by 2024

Our aim was to reach 50% of land mass on the register by March 2021.

Due to the effects of the pandemic, the target for land mass coverage was missed in 2020-21.

Objective one KPIs - January to March 2021
Performance indicatorTotalTargetProgress
Land register completion 44.5% 50% Behind target
Eradicate 2017 arrear by March 2021
Performance indicatorTotalProgress
First registration 57 Target achieved
Transfer of Part - Target achieved       

57 first registration cases remain in work where we required input from the applicant to avoid rejection.

Increase number of applications despatched within 35 days
Performance indicatorTotalTargetProgress
Dealing with Whole 86.8% 60% Ahead of target
First registration 64.1% 60% Ahead of target
Transfer of Part 24.1% 60% Behind target

The KPI to complete 60% within 35 days is for applications submitted from 1 April 2021.

Indications are we are on track to deliver this target for FRs (currently 64.1%) and DWs (currently 86.8%). Although on an upward trend, due to exceptionally high intakes in March 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 - January to March 2021
Performance indicatorTotalTargetProgress
Applications quality 93.5% 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 - January to March 2021
Performance indicatorTotalTargetProgress
Customer satisfaction 90% 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 - January to March 2021
Performance indicatorTotalTargetProgress
Improve employee engagement 66% 59% Ahead of target

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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