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Managing the Government Estate - Desired Outcome - KPI's & Output Measures |
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Ensuring Security of Land Ownership - Desired Outcome - KPI's & Output Measures |
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Providing Accurate & Impartial Valuations - Desired Outcome - KPI's & Output Measures |
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Access to Government Land Information - Desired Outcome - KPI's & Output Measures |
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Certification of KPI's & Financial Statements |
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Outcome – The administration of Government land supports the economic, environmental and social objectives of the State.
Output description: Government land is administered and managed for residential, commercial, industrial, conservation, heritage and other community purposes
Percent of customers satisfied that the management and use of Government land is supporting the State’s economic, social and cultural objectives.
Target – 70% satisfied.
| Actual 1998-1999 |
Actual 1999-2000 |
Actual 2001-2002 |
Actual 2002-2003 |
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| Satisfied | 59% |
66% |
73% |
65% |
| Neither/Nor | 16% |
9% |
14% |
17% |
| Dissatisfied | 21% |
18% |
12% |
18% |
| Don't know | 4% |
7% |
1% |
0% |
| Sample size | 140 |
145 |
149 |
160 |
| Standard error | +/-2.1 |
+/-3.9 |
+/-2.9 |
+/-2.3 |
Why is this a key indicator of our performance?
The Government estate is managed and used for the benefit of the
community through the delivery of cost effective land administration services
that provide Government land for residential, commercial, industrial, conservation,
heritage and community purposes. The extent to which customers are satisfied
that the local community’s economic, social and cultural objectives
are supported by DOLA’s Government land administration services is a
key indicator of DOLA’s effectiveness in meeting this outcome.
How was the indicator derived?
The primary users of DOLA’s Government land administration
services are other State Government agencies and local governments. A customer
survey conducted by independent consultants asked these customers to rate
their satisfaction with DOLA’s land administration services in meeting
the community’s economic, social and cultural needs. Local government
customers responded in relation to their local communities and Government
agencies responded in terms of their agency’s perspective of the State’s
community needs.
What does the indicator show?
Of the 160 customers surveyed, 65% were satisfied that the outcomes of DOLA’s
management and use of Government land met the State’s objectives. While
this result is lower than the previous year’s, the number of customers
who were ‘very satisfied’ (that is, rated their satisfaction as
8 or more out of 10) has increased from 25% to 35%. This was particularly
the case for State Government customers who represent a significant proportion
of requests for Government land actions. Fifty-two percent of State Government
customers responded as ‘very satisfied’ this year compared with
only 15% in the previous year – a significant improvement for this customer
segment.
Average cost per Government land action
| Actual 2001-2002 |
Target 2002-2003 |
Actual 2002-2003 |
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| Number of Government land actions | 6117 |
8150 |
7785 |
| Average cost per Government land action | $2563 |
$1795 |
$2337 |
Why is this a key indicator of our performance?
Government land actions represent the principal outputs of DOLA’s
Government land services to the State. They include the actions related to
Crown land administration such as land inspections, tenure searches and lease
rental re-appraisements. They also include survey contracts and transactions
such as creation and cancellation of leases, reserves and roads, the transfer
of Crown land into the freehold environment and other registrable transactions
required under the Land Administration Act 1997. Therefore, the cost per Government
land action is a useful efficiency indicator for this outcome.
How was the indicator derived?
This indicator is derived by dividing the total cost of producing
Government land actions (including all direct costs and an appropriate share
of indirect and overhead recurrent costs) by the number of Government land
actions.
A Government land action is counted when:
A registrable document is created as required under the Land Administration Act 1997 by staff from the Land Administration Services Branch via the Document Processing System and lodged at DOLA's acceptance counter;
A tenure search is conducted by staff from the Land Administration Services Branch to enable a specific Government land action to proceed;
An inspection of Crown land is undertaken by a specialised land inspector from the Land Administration Services Branch;
A Crown land lease rental is re-appraised by the Land Administration Services Branch;
A survey contract is issued by the Land Administration Services Branch.
What does the indicator show?
This year’s total cost was divided by the Government land
actions to arrive at the average cost of $2,337 per Government land action.
The actual average unit cost was 30% higher than the target cost of $1795
per Government land action.
While the actual number of Government land actions completed for the year fell 365 short of the 8150 target, the variance represents a 4.5% shortfall, which is not considered significant. The apparent 30% increase in average unit cost can be attributed to a number of extraordinary expenses, which included: a contribution toward reduction of coastal erosion; a contribution to the City of Geraldton for the Geraldton foreshore redevelopment project; a contribution to the Shire of Halls Creek for the management of a portion of land surrendered from Moola Bulla Station for aboriginal use; a payment to the Department for Planning and Infrastructure to support the transfer of Land Administration Services (effective from 1 July 2003); and costs associated with the Pastoral Working Groups. These one-off expenses totalled more than $2.5 million.
| Actual 2001-2002 |
Target 2002-2003 |
Actual 2002-2003 |
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| ISO 9001:2000 Quality Assurance for Government land actions processes | Maintained |
Maintained |
Maintained |
Land Administration Services Branch maintains the ISO 9001:2000 Quality Assurance standard for the management of Government land actions. This is audited every six months by DOLA’s Quality Assurance review agency – Benchmark Pty Ltd. For this financial year, Government land action audits were conducted in November 2002 and April 2003.
The core operations of the Branch are documented and verified through a continuous internal review and audit process to ensure that standards are maintained. In relation to this, 42 internal audits were completed in 2002-2003. This internal review and audit process forms the basis for external certification.
| Actual 2001-2002 |
Target 2002-2003 |
Actual 2002-2003 |
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| Government land actions completed within target time | 97% |
85% |
95% |
A target time of 15 days has been set from the date a Government land action (registrable Document Processing System document) is sent for lodgment to the date it is actually lodged at the Acceptance Section of the Department’s Customer Services Branch. The 2002-2003 target for completing Government land actions was exceeded.
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