KPI update October - December 2020

Published: 17 February 2021
Freedom of information class: How we deliver functions and services

An update on our key performance indicators for the third quarter of 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.

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 is to reach 50% of land mass on the register by March 2021.

We will do this by clearing the arrear and completing all public sector registration where detail is provided.

We aim to clear the arrear by ensuring we process all new applications within service standard while implementing smarter ways of working.

Objective one KPIs - October to December 2020
Performance indicator TotalTargetProgress
Land register completion 44.1% 47.3% Approaching target
Eradicate 2017 arrear by March 2021
Performance indicator TotalProgress
First registration 751 Approaching target
Transfer of Part 3,687 Approaching target

FRs figures are slightly behind where we projected but we expect to clear the cases by the March 2021 deadline.

60% of applications despatched within 35 days
Performance indicator TotalTargetProgress
Dealing with Whole90%60%Ahead of target
First registration 25%34% Behind target
Transfer of Part 19% 30% 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 25%) and DWs (currently above 90%). Further work is required to ensure we can also deliver it 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 - October to December 2020
Performance indicatorTotalTargetProgress
Applications quality 92.6% 93% Approaching 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 - October to December 2020
Performance indicatorTotalTargetProgress
Customer satisfaction 88% 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 - October to December 2020
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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