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 2017 - 2018

Key Performance Indicators 2013/14 2014/15 2015/16 2016/17 2017/18 Target
Total valuations issued for rating and taxing purposes1 1,725,392
1,850,887
1,820,393
3,592,2152
1,042,379 -
Total valuations on Register of Land Values at 30 June 2,485,796 2,505,206 2,529,278
2,550,147
2,573,8533
-
Total Notices of Valuations issued 827,302
947,666
888,841
2,668,4084
62,1395
-
Customer service
Total number of calls 31,286
23,641
26,364
34,428
18,983 -
% of calls resolved on first contact 93%
82%6
85%
88%
86% 85%
% of calls responded to within 3 days 99% 98% 90% 83% 77% 90%7
Rate payers
% Notices of Valuation issued within 31 days of completion 92% 96% 96% 90%8
76% 98%
% Notices of Valuation for general valuation issued to landholders by delivery date 100% 100% 100% 100% No Notices of Valuation for general valuations issued this year    
100%
% general valuations land values issued to relevant councils by delivery date 100% 100% 100% 100% No general valuation land values issued to councils this year    
100%
% supplementary valuations to councils within 31 days 100% 100% 100% 100% 98% 100%
Revenue NSW
% objections to land values for land tax completed within 90 days 63% 77% 64% 52% 53% 85%
% objections to land values for land tax completed within 120 days 77% 94% 84% 82% 71% 90%
% objections to land values for land tax, where land value is greater than $1m, within 20 days 78% 93% 85% 88% 65% 100%
% of final land values issued to Revenue NSW by delivery date 100% 100% 100% 100% 100% 100%
Supplementary valuations
Total supplementary valuations issued 53,767
81,2258
53,284
52,286
54,146 -
Average days to complete 33 days 36 days 36 days 38 days 31 days <60 days
Statistical quality measures for land values9
% Council areas meeting all standards - Residential 97.7%
98.5%
98.6%
98.6%
97.9 90%
% Council areas meeting all standards - Business / Industrial 86.1%
89.4%
88.5%
87.2% 93.4% 85%
% Council areas meeting all standards - Rural 78.5%
85.2%
84.0%
86.7%
78.5% 75%
Objections
Number of objections received for all valuing years 4,814
4,933
7,051
9,30610
5,657 -
Number of objections completed for all valuing years 5,725
4,346
6,692
6,27511
9,146 -
Number of objections received as a % of valuations issued 0.28%
0.27%
0.39%
0.26%
0.54% -
% objections to land values completed within 90 days 67% 76% 50% 55% 51% 80%12
% objections to land values completed within 120 days 80% 92% 73% 86% 71% 90%
% objections to land values completed within 180 days 96% 99% 96% 94% 90% 98%
Average number of days to complete objections 81 days 69 days 80 days 83 days 108 days 75 days
% of objections that led to a change in land value13 30% 22% 21% -

 

  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 then proposed Fire and Emergency Services Levy. This increased the number over previous years.
  3. Data extracted on 30 June 2018.
  4. 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.
  5. Notices of Valuation are issued to land owners on a three yearly cycle effective from FY 2016 - 2017, to coincide with general valuations to council. For 2017 - 2018, general valuations were not provided to council. The figure provided for 2017 - 2018 reflects Notices of Valuation that were issued as a result of supplementary valuations and also those that were returned as undelivered and were subsequently reissued.
  6. Manually calculated as outsourced call centre withdrew at short notice and calls were brought in house.
  7. KPI of 95% was changed to 90% in 2014 – 2015 to accord with the Service Level Agreement in place between the Valuer General and Land and Property Information.
  8. 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 then proposed Fire and Emergency Services Levy and resulted in the KPI not being met.
  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 resulted in the increase in the number of objections.
  11. Now excludes incomplete objections with issued preliminary reports.
  12. KPI of 85% changed to 80% in 2014 - 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. First reported in 2015 - 2016 annual report
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