The following list sets out the key performance indicators and targets that have been set for Her Majesty’s Land Registry for 2008-09.
Customer Service
Speed:
Percentage of Official Copy and Search applications processed within two working days: 98%
Percentage of all registrations processed within 18 working days: 80%
Accuracy:
Percentage of registrations processed free of any error: 98.5%
Overall Satisfaction:
Percentage of customers who rate the overall service provided by Land Registry as excellent, very good or good: Better than 95%
Financial
Percentage return on average capital employed: 3.5%
Efficiency1
Cost per unit in cash terms1 (real terms)2 : £30.32 (£20.07)
Strategic Development Area Targets
Customer Service
Establish a customer contact centre to support portal and e-conveyancing users.
Land Registration
Through voluntary registration, add a further 325,000 hectares of land to the total areas of registered freehold land in England and Wales.
Electronic Service Delivery
Introduce a prototype e-charge registration service (Land Registry’s first e-deed—electronic charges in standard form (eCSF)).
Other Business Development
Achieve a contribution earned from commercial services sales, after taking account of direct costs and product development costs, of 8 per cent. of income.
Copies of the Land Registry’s business plan will be placed in the Libraries of both Houses. Copies will also be available on the internet at: www.landregistry.gov.uk
1 Based on the GDP deflator issued by HM Treasury on 13 March 2008 (base year 1992-93).
2 The real term unit cost in the base year of 1992-93 was £30.65.