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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 2014 - 30 June 2015

Key Performance Indicators

2010/11

2011/12

2012/13

2013/14

2014/15

Target

Total valuations issued for rating and taxing purposes 1,578,466 1,830,466 1,689,220 1,725,392 1,850,887 -
Total valuations on Register of Land Values at 30 June 2,441,947 2,455,600 2,470,531 2,485,796 2,505,206 -
Total Notices of Valuations issued 793,297 922,863 854,094 827,302 947,666 -

Customer service

Total number of calls 27,909 35,890 34,255 31,286 23,641 -
% of calls resolved on first contact 90% 91% 92% 93% 82%1 85%
% of calls responded to within 3 days 72% 99% 99% 98.83% 98.3% 90%2

Rate payers

% Notices of Valuation issued within 31 days 95% 93% 97% 92% 96% 95%
% Notices of Valuation for general valuation issued to property owners within agreed SLA timeframe 100% 100% 100% 100% 100% 100%
% general valuations land values issued to relevant councils within agreed SLA timeframe 100% 100% 100% 100% 100% 100%
% supplementary valuations to councils within 31 days 100% 100% 100% 100% 100% 100%

Office of State Revenue

% objections to land values for land tax completed within 90 days 86% 86% 60% 63%  77% 85%3
% objections to land values for land tax completed within 120 days 98% 96% 75% 77% 94% 90%4
% objections to land values for land tax, where land value is greater than $1m, within 120 days 93% 94% 79% 78% 93% 95%
% of final land values issued to OSR by 15 November 100% 100% 100% 100% 100% 100%

Supplementary valuations

Total supplementary valuations issued 39,465 50,906 52,321 53,767 81,2255 -
Average days to complete 39 days 34 days 34 days 33 days  36 days <65 days

Statistical quality measures for land values

% Council areas meeting all standards - Residential6 91.3% 91.6% 93.8% 97.7% 98.5% 90%
% Council areas meeting all standards - Business / Industrial6 78.8% 91.1% 85.3% 86.1% 89.4% 85%
% Council areas meeting all standards - Rural6 67.5% 72.3% 77.7% 78.5% 85.2% 75%

Objections

Number of objections received for all valuing years 4,899 5,684 6,249 4,814  4,933 -
Number of objections completed for all valuing years 5,259 4,972 5,994 5,725 4,346 -
Number of objections received as a % of valuations issued 0.31% 0.31% 0.37% 0.28% 0.27% -
% objections to land values completed within 90 days7 86% 84 59% 67% 76% 80%8
% objections to land values completed within 120 days7 97% 96% 73% 80% 92% 90%
% objections to land values completed within 180 days7 99% 99% 96% 96% 99% 98%9
Average number of days to complete objections7 61 days 58 days 89 days 81 days 69 days 75 days10

 

  1. Manually calculated as outsourced call centre withdrew at short notice and calls were brought in house.
  2. KPI of 95% was changed to 90% in 2014/15.
  3. KPI changed in 2011 from 30% to 85% completed in 90 days.
  4. KPI changed in 2011 from 75% completed in 180 days to 90% completed in 120 days.
  5. Increase in supplementary valuations due to new LEPs issued in local government areas.
  6. Where an appropriate number of analysed sales (five or more) is not available for a zone, the local government area is not included in the measure. Statistics published in the 2009/10 Annual Report included all zones for all local government areas; these are now updated in accordance with the new basis.
  7. Enhanced Quality Assurance process introduced in 2012/13 increased time taken to process objections.
  8. KPI of 85% changed to 80% in 2014/15.
  9. KPI of 95% changed to 98% in 2012/13.
  10. KPI of 90 days changed to 75 days in 2012/13.
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