HM Land Registry and Public Record Office: Key Performance Targets (Hansard, 30 March 2000)

§ The Lord Chancellor

The following tables set out the key performance targets I have set for Her Majesty's Land Registry and the Public Record Office for 2000–2001.

H M Land Registry
Key Performance Indicators and Targets 2000–01
Financial Indicator	Target 2000–01
Percentage return on average capital employed.	6
Efficiency
Cost per unit in real terms.	£25.09
Cost per unit in cash terms¹	£30.87
"Service First" Standards Speed
Percentage of office copy and official search applications processed within two working days and	98
Percentage of office copy and official search applications processed within three working days.	100
Percentage of all registrations processed within 25 working days.²	80
Accuracy
Percentage of registrations processed free of any error.	98.5
Percentage of customers responding to the Annual Survey who perceive the accuracy of registrations to be excellent or good.	Better than 90²
Delivery of Electronic Services
Percentage of dealings (key customer interactions) capable of electronic delivery.	50
Percentage of titles in the land register capable of electronic delivery.	96
Percentage of title plans in the land register capable of electronic delivery.	All
Number of scanned pages of filed documents (millions).	11
¹ The inflation factor for the cost per unit in cash terms is derived from the GDP indices announced by HM Treasury in December 1999.
² In 2000–01 the categories will be 'very satisfied' and 'satisfied' with the accuracy of registrations.

Note:

The financial target of £0 External Financing Limit shown in the corporate plan 1998–2003 has been removed at the request of HM Treasury.

Fuller details of HMLR's targets are in its Business Plan.

Public Record Office Key Performance Targets 2000–01
Indicator	Target
1. Efficiency
Unit costs of key activities:
(a) selecting and preserving the public records	Limit increase to 3 per cent in real terms
(b) giving access to records	Reduce by 26 per cent in real terms

Public Record Office Key Performance Targets 2000–01
Indicator	Target
Backlog of records in departments reported as being over 30 years old and awaiting review	Reduce by 397 metres
Management efficiency in running support services and projects	Reduce the level of staff sick absence in 2000 by 8.2 per cent
	Pay 99 per cent of invoices within 30 days
2. Quality of service
The achievement of Charter Standards
(a) Charter Standard targets for: making newly opened records and their catalogues available to users; answering letters; delivering records to users; supplying copies of records; answering the telephone; and keeping appointments.	Achieve 98.5 per cent against the targets
(b) User satisfaction surveys	Carry out four satisfaction surveys and achieve assessments of 'good' or 'excellent' from 90 per cent of those expressing a view
3. Effectiveness
Performance in achieving specified milestones towards strategic objectives in the light of emerging government policies	(a) Facilitate the achievement by Departments of the Modernising Government Action Plan objective for managing records electronically, by testing electronic records management systems and by providing details of those which are suitable for inclusion in GCat (the Government Catalogue) by 30 September 2000
	(b) increase revenue by 3 per cent against the 1999–2000 outturn

Note:

Fuller details of the Office's targets are given in its Business Plan which is available from the Public Record Office.