KPI Results July 17 - June 18

Slide #1

Availability

Target: LRS must ensure that 99% of the time1
Result
Documents are capable of being lodged electronically 99.63%
Plans are capable of being lodged electronically 99.63%
Information such as title searches and plans are available electronically to information brokers 99.78%
Lodgment support services such as lodgment verification is available to PEXA 100%

1 excludes approved scheduled outages and outages caused by dependencies on third parties

Target: LRS must ensure that 99% of the time1
Result
Documents are capable of being lodged electronically 99.66%
Plans are capable of being lodged electronically 99.66%
Information such as title searches and plans are available electronically to information brokers 99.82%
Lodgment support services such as lodgment verification is available to PEXA 99.98%
Land, plan, deed and historical inquiries are available electronically 99.66%

1 excludes approved scheduled outages and outages caused by dependencies on third parties

Target: LRS must ensure that 99% of the time1
Result
Documents are capable of being lodged electronically 99.94%
Plans are capable of being lodged electronically 99.94%
Information such as title searches and plans are available electronically to information brokers 100%
Lodgment support services such as lodgment verification is available to PEXA 100%
Land, plan, deed and historical inquiries are available electronically 99.94%

1 excludes approved scheduled outages and outages caused by dependencies on third parties

Target: LRS must ensure that 99% of the time1
Result
Documents are capable of being lodged electronically 99.95%
Plans are capable of being lodged electronically 99.95%
Information such as title searches and plans are available electronically to information brokers 99.95%
Lodgment support services such as lodgment verification is available to PEXA 100%
Land, plan, deed and historical inquiries are available electronically 99.95%

1 excludes approved scheduled outages and outages caused by dependencies on third parties

Timeliness

LRS must ensure that
Target
Result2
Documents are registered, requisitioned, referred3 or rejected 70% within 2 business days 100%
100% within 5 business days 100%
Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 85% within 12 business days 100%
100% within 15 business days 100%
Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 90% within 10 business days 100%
100% within 15 business days 100%

2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice

LRS must ensure that
Target
Result2
Documents are registered, requisitioned, referred3 or rejected 70% within 2 business days 100%
100% within 5 business days 100%
Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 85% within 12 business days 100%
100% within 15 business days 100%
Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 90% within 10 business days 100%
100% within 15 business days 100%
75% of all telephone enquiries are answered within 1 minute4 74.14%5
100% of all email enquiries answered within 3 business days 100%
An average of less than 15:00 minutes wait time for all in-person enquiries Average of 7:18 minutes

2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue
5 we have revised this result to reflect corrected reporting from LRS. The original reporting was incorrect due to an issue in LRS’s call centre system. LRS met the service levels during the Oct – Dec 2017 quarter. Until 30 June 2019, LRS has the benefit of a lower benchmark, and is only required to answer 66.2% of all telephone enquiries within 1 minute. After 30 June 2019, LRS must answer 75% of all telephone enquiries within 1 minute.

LRS must ensure that
Target
Result2
Documents are registered, requisitioned, referred3 or rejected 70% within 2 business days 100%
100% within 5 business days 100%
Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 85% within 12 business days 100%
100% within 15 business days 100%
Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 90% within 10 business days 100%
100% within 15 business days 100%
75% of all telephone enquiries are answered within 1 minute4 79.94%
100% of all email enquiries answered within 3 business days 100%
An average of less than 15:00 minutes wait time for all in-person enquiries Average of 6:55 minutes

2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue

LRS must ensure that
Target
Result2
Documents are registered, requisitioned, referred3 or rejected 70% within 2 business days 100%
100% within 5 business days 100%
Straightforward deposited plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 85% within 12 business days 100%
100% within 15 business days 100%
Straightforward strata plans are determined to be acceptable for registration, requisitioned, referred3 or rejected 90% within 10 business days 100%
100% within 15 business days 100%
75% of all telephone enquiries are answered within 1 minute4 84.14%
100% of all email enquiries answered within 3 business days 100%
An average of less than 15:00 minutes wait time for all in-person enquiries Average of 7:59 minutes

2 the result means that LRS met their target 100% of the time
3 referred means the document or plan is referred for legal or other expert advice
4 without being placed on hold or in a queue

Protiviti have performed procedures to assess whether the Key Performance Indicators are being reported and calculated by Australian Registry Investments Pty Limited in accordance with the Concession Deed. The procedures performed by Protiviti were agreed to by the Office of the Registrar General and were based on information made available by NSW Land Registry Services.