Performance Measure

The key performance indicators (KPIs) below have been identified to help measure our performance. A range of qualitative and quantitative management information is also collected to inform operational decisions, help assess our performance each year and provide wider understanding of areas of high performance and where we can improve.

Strategic outcome	KPI - Topic	Measurement
Excelling in Delivery	KPI 1 - Tax collection rate KPI 2 - Response to user requests KPI 3 - Tax compliance activity KPI 4 - Administrative cost of tax collection	Percentage of tax declared that has been collected Composite of calls, written correspondence and time to process claims for repayment of tax Yield collected and protected through compliance activity Less than 1% of tax collected
Investing in our People	KPI 5 - Skills and knowledge development KPI 6 - People Survey Engagement Index/ Proxy Stress Index	Average hrs per FTE; proportion within target of 30 hours Combined measure: to be in the top 25% of all civil service organisations
Reaching Out	KPI 7 - Service users’ feedback KPI 8 - Equalities	Quantitative and qualitative user research Progress against delivery of Equalities Mainstreaming Action Plan
Looking Ahead	KPI 9 - Environment KPI - 10 Delivery of key strategic projects	Defined as part of Green Strategy Progress of key strategic projects contained in Business Plan 2021-24

Corporate Plan 2021-24