10-Year Strategic Plan and Objectives

Achievement of Key Performance Targets

STRATEGIC OBJECTIVE 1: To achieve all of the key performance targets set by the Secretary of State for Constitutional Affairs and Lord Chancellor

We achieved all Key Performance Targets

Key Performance Indicators and Targets	Target 2002-03	Achieved
Customer Service
Speed
Percentage of office copy and official search applications processed within two working days	98	100
Percentage of all registrations processed within 20 working days.	75	86.1
Accuracy
Percentage of registrations processed free of any error.	98.5	98.74
Overall Satisfaction4
Percentage of customers who, overall, are very satisfied/satisfied with the full range of services provided by the Land Registry.	Better than 94	98.68
Financial
Percentage return on average capital employed.	6	25
Efficiency1
Cost per unit in cash terms2 (real terms)3	£29.67 (£23.10)	£24.48 (£19.06)
Strategic
Percentage electronic delivery capability of the Land Registry's key services.	60	60
Percentage take-up of electronic services	50	50.33
Critical Action Points
Draft Rules under the Land Registration Act 2002 ready for consultation.	By Jul 02	Achieved
Carry out a major public consultation on the possible system for e-conveyancing and prepare a final report for ministers.	By Feb 03	Achieved

1. This is a milestone towards the HM Treasury-agreed cost per unit target for 2006-7 of £28.66 in cash terms (£20.27 in real terms).
2. Based on the GDP deflator issued by HM Treasury on 27 March 2003 (base year 1992-3)
3. The real term unit cost in the base year of 1992-93 was £30.65.
4. Results from bi-monthly 2003 mini satisfaction surveys and Customer Service Survey

Wider Business Performance Measures	Achieved 2001-02	Achieved 2002-03
Customer Service
Speed
Percentage of customers who are very satisfied/satisfied with the speed of service of office copies and official search applications.	97.08	99.13
Percentage of customers who are very satisfied/satisfied with the speed of service of registrations.	97.37	98.49
Average number of days taken to process:
First Registrations	25	22
Dispositionary First Leases	27	17
Transfers of Part	35	27
Dealings of Whole	9	6
Office Copies	1	1
Official Searches	1	1
Accuracy
Percentage of customers who are very satisfied/satisfied with the accuracy of registrations.	97.43	97.53
Overall Satisfaction4
Percentage of customers who, overall, are very satisfied/satisfied with the full range of services provided by the Land Registry.	44.02	51.59
Financial
Average fee per application	£74.84	£78.67
Percentage cumulative reduction in fees since becoming a Trading Fund	40.6 (since 1993)	51.1
Strategic
Number of registered titles (millions)	18.42	18.876
Percentage of digital Index Map completed.	13	67
Percentage of titles in the land register capable of electronic delivery.	97.93	99.5
Number of scanned pages of filed documents (millions).	39.7	70.9
Number of scanned Land Charges Registrations, Writs and Orders in Bankruptcy (millions).	7	6.4

1. Results from YTD January 2003 mini satisfaction survey and Customer Service Survey 2002