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Performance standards

The Valuer General sets the performance standards (key performance indicators) for the valuation system.

The results are included in the Valuer General’s annual report.

Performance report 1 July 2016 - 30 June 2017

Key Performance Indicators

2012/13

2013/14

2014/15

2015/16

2016/17

Target

Total valuations issued for rating and taxing purposes1 1,689,220 1,725,392 1,850,887 1,820,393 3,592,2152 -
Total valuations on Register of Land Values at 30 June 2,470,531 2,485,796 2,505,206 2,529,278 2,550,147 -
Total Notices of Valuations issued 854,094 827,302 947,666 888,841 2,668,4083 -

Customer service

Total number of calls 34,255 31,286 23,641 26,364 34,428 -
% of calls resolved on first contact 92% 93% 82%4 85% 88% 85%
% of calls responded to within 3 days 99% 99% 98% 90% 83% 90%5

Rate payers

% Notices of Valuation issued within 31 days of completion 97% 92% 96% 96% 90%6 98%
% Notices of Valuation for general valuation issued to landholders by delivery date 100% 100% 100% 100% 100% 100%
% general valuations land values issued to relevant councils by delivery date 100% 100% 100% 100% 100% 100%
% supplementary valuations to councils within 31 days 100% 100% 100% 100% 100% 100%

Revenue NSW

% objections to land values for land tax completed within 90 days 60% 63% 77% 64% 52%7 85%
% objections to land values for land tax completed within 120 days 75% 77% 94% 84% 82%7 90%
% objections to land values for land tax, where land value is greater than $1m, within 120 days 79% 78% 93% 85% 88%7 95%
% of final land values issued to Revenue NSW by delivery date 100% 100% 100% 100% 100% 100%

Supplementary valuations

Total supplementary valuations issued 52,321 53,767 81,2258 53,284 52,286 -
Average days to complete 34 days 33 days 36 days 36 days 38 days <60 days

Statistical quality measures for land values

% Council areas meeting all standards - Residential9 93.8% 97.7% 98.5% 98.6% 98.6% 90%
% Council areas meeting all standards - Business / Industrial9 85.3% 86.1% 89.4% 88.5% 87.2% 85%
% Council areas meeting all standards - Rural9 77.7% 78.5% 85.2% 84.0% 86.7% 75%

Objections

Number of objections received for all valuing years 6,249 4,814 4,933 7,051 9,30610 -
Number of objections completed for all valuing years 5,994 5,725 4,346 6,692 7,830 -
Number of objections received as a % of valuations issued 0.37% 0.28% 0.27% 0.39%11 0.26% -
% objections to land values completed within 90 days7 59% 67% 76% 50% 55%7 80%12
% objections to land values completed within 120 days7 73% 80% 92% 73% 86%7 90%
% objections to land values completed within 180 days7 96% 96% 99% 96% 94%7 98%13
Average number of days to complete objections7 89 days 81 days 69 days 80 days 83 days7 75 days14
% of objections that led to a change in land value15



30% 22% -

 

  1. A land value can be counted more than once when used for council rates and land tax. 
  2. Notices of Valuation were issued for all LGAs in 2017 to align the valuing year for all properties in preparation for the proposed Fire and Emergency Services Levy. This has increased the number over previous years. 
  3. There are more Notices of Valuation issued than total valuations on the Register due to Notices for multiple valuing years being issued for some properties for rating purposes. 
  4. Manually calculated as outsourced call centre withdrew at short notice and calls were brought in house. 
  5. KPI of 95% was changed to 90% in 2014 to 2015 to accord with the Service Level Agreement in place between the Valuer General and Land and Property Information. 
  6. The issuing of supplementary Notices of Valuations for the 2016 valuing year was suspended due to the issue of Notices of Valuation for all properties in preparation for the Fires and Emergency Services Levy and resulted in the KPI not being met. 
  7. Implementation of preliminary objection reports commenced in February 2017 and impacted on timeframes to finalise objections. The preliminary report provides 28 days for the landholder to review and provide feedback. Preliminary report objection decisions are provided to owners: 71% within 90 days, 89% within 120 days and 95% within 180 days. 
  8. Increase in supplementary valuations due to new local environmental plans issued in LGAs. 
  9. Where an appropriate number of analysed sales (five or more) is not available for a zone, the LGA is not included in the measure. 
  10. The issue of Notices of Valuation for all properties in a single year has resulted in an increase in the number of objections. 
  11. Reported in the 2015 to 2016 annual report as 0.37% which was incorrectly calculated using objections completed rather than objections received. 
  12. KPI of 85% changed to 80% in 2014 to 2015 to accord with the Service Level Agreement and to recognise the increase in processing times as landholders have more opportunity to raise concerns. 
  13. KPI of 95% changed to 98% in 2012 to 2013 to encourage and support further improvements in service. 
  14. KPI of 90 days changed to 75 days in 2012 to 2013 to encourage and support further improvements to service. 
  15. First reported in 2015 to 2016 annual report.
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