KPI update July – September 2021

Published: 28 October 2021
Freedom of information class: How we deliver functions and services

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

This is the second 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 continue to share our progress against the KPIs on a quarterly basis, outlining what the target is and when it is due to be achieved.

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 indicatorTotalTargetProgress
Clear the arrear 3721 2000 Ahead of target
Complete 60% of applications despatched within 35 days
Performance indicatorTotalTargetProgress
Dealing with Whole 89.1% 60% Ahead of target
First registration 62.0% 60% Ahead of target
Transfer of Part 34.4% 60% Behind target

Most new Transfer of Part cases have associated cases in our arrear, which need to be despatched before new cases can be processed.

The high number of associated cases is the reason why this KPI target has not been met and why the clear the arrear target has been exceeded.

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 - July to Sept 2021
Performance indicatorTotalTargetProgress
Application quality 92.7% 93% Behind 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 - July to Sept 2021
Performance indicator Total Target Progress
Customer satisfaction 92% 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 - July to Sept 2021

Performance indicator


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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