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1 e-Filing Performance Alicante, 9 March 2007. 2 Performance indicators Availability - Service hours - Down time Response time – time to file Stability.

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Presentation on theme: "1 e-Filing Performance Alicante, 9 March 2007. 2 Performance indicators Availability - Service hours - Down time Response time – time to file Stability."— Presentation transcript:

1 1 e-Filing Performance Alicante, 9 March 2007

2 2 Performance indicators Availability - Service hours - Down time Response time – time to file Stability – blockages, errors Functionality - ease of use, - help files, - adequate tools

3 3 Performance indicators: availability MOST RELEVANT WEB SERVICES 2006 Name Yearly Average (%) Monthly MIN (%) % of days with 100% availability CTM Efiling My Page RCD Online CTM ERenewal CTM Eopposition RCD Efiling Account Online CTM Agents CTM Euronice RCD Eurolocarno Website - oami.europa.eu CTM EuroACE CTM Online Search Reports Online Bulletins CTM Download - IDI Service hours: 24x7, i.e. 8760h in 2006 TARGET 24 x % availability 3 hrs maintenance window with notice during non-peak hrs.

4 4 Incidents Statistics PeriodJAN/FEB 2007 # calls / application (Information desk)4.2% # incidents / application (Help desk) - CTMs - RCDs 2.8% 3.3%

5 5 Shadow user system Basic principles Countries (DE, ES, FR, GB, IT) Volumes : 5 CTMs, 5 RCDs per country per day Scenarios: one for CTM, one for RCD exploiting all major functionalities, attachments : - CTM: 1 x pdf. (750 kB) 1 x jpg. (1 MB) - RCD: 1 x pdf. (500 kB) 9 x jpg. (9 x 1 MB) Monitoring System: hourly input of time to file, network speed, failures

6 6 Shadow user system Outcomes CTM: time to file (daily averages) 18

7 7 Shadow user system RCD: time to file (daily averages) 13

8 8 Shadow user system Average line speed (customer OHIM)

9 9 Shadow user system Instabilities/blockages per country CTM: 10% RCD: 20%

10 10 Shadow User system Continued monitoring: shadow users, log files e-filing code revision & adaptations (Q1/2007) Actions

11 11 Support & Customer Care Filing Support: Information Center – (+34) Technical Support: Help Desk – e-business hotline - (+34) Conflict handling: Customer Care Unit – Exceptional procedure in case of systems problems Training

12 12 Thank you!


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