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Our 13 targets for 2018 to 2019 and how these relate to our Business Strategy.
Brilliant at the basics: customer focused
Key performance indicator 1
The percentage of customers who rate our overall service as good, very good or excellent to be at least 92%.
Key performance indicator 2
Work with conveyancers to reduce the average rate for all requisitions from 20% to 15%.
Brilliant at the basics: more efficient and upholding our values
Key performance indicator 3
The average cost per register update to be reduced from the previous year’s target by 3% in real terms.
Key performance indicator 4
Complete register queries within 2 days and complete register updates within 5 days (excluding those which have been assessed within 2 and 5 days as not possible to execute within the target timeframes).
Key performance indicator 5
Complete complex register creation cases within 25 days, by 30 September 2018 and sustain that performance through the remainder of the year (excluding those which have been assessed within 25 days as not possible to execute within the target timeframe).
Key performance indicator 6
Substantive registrations to pass at least 98% of defined quality checks.
Key performance indicator 7
The Digital Programme will improve services and deliver a productivity saving of 65 full-time equivalents by 31 March 2019.
Key performance indicator 8
Average Business e-services availability to be at least 99.7% during published service hours.
Key performance indicator 9
Local Land Charges service to be live and providing services to customers by 31 December 2018.
Key performance indicator 10
Staff engagement score to be in the top half for the Civil Service for organisations of equivalent size and nature by the October 2018 staff survey.
Key performance indicator 11
Engagement score for leadership and managing change to be 10 percentage points higher than the 2016 baseline by the October 2018 staff survey.
Key performance indicator 12
Increase the numbers of women in the middle and senior management grades by 50, by 31 March 2019.
Key performance indicator 13
Productivity to increase by 2.7%, in the financial year 1 April 2018 to 31 March 2019.