Presentation on theme: "OHIM Service Charter. As part of its QMS and in view of the results of the User Satisfaction Survey the Office is preparing a Service Charter The Charter."— Presentation transcript:
As part of its QMS and in view of the results of the User Satisfaction Survey the Office is preparing a Service Charter The Charter focuses on three areas: –Quality of decisions (consistency and completeness) –Accessibility (Information and electronic services) –Timeliness For each area, the Charter puts forward objective levels of service (standards) users can expect when dealing with the Office Performance against standards is reviewed on a regular basis. The actual results will be reported publicly every quarter.
Quality of decisions Service standardsTarget Classifications of CTM lists of goods and services complying with quality criteria Published as from 2 nd quarter 2007 CTM decisions of publication or refusal on absolute grounds complying with quality criteria CTM opposition decisions complying with quality criteria Published RCDs complying with quality criteria Regular checks are performed to verify the compliance of the Examiners work with quality criteria
Accessibility Service standardsTarget e-business services available 24 hours a day, 7 days a week 99.5% Information queries sent to email@example.com answered within 2 firstname.lastname@example.org 80% Complaints filed at email@example.com dealt with within 14 firstname.lastname@example.org 90% Telephone calls to the Switchboard (+34 96 513 9100) answered within 20 seconds 90%
Timeliness ProceduresStages CTM registrationReceipt, Examination, Publication, Registration International RegistrationsExamination, Registration International ApplicationsTransmittal to WIPO CTM OppositionsAdmissibility, Decision Registered Community DesignsReceipt, Examination RecordalsTransfers Certificates and other documentsCertified copies of CTM and RCD applications and certificates
Quarterly reports Service standardsTargetActual Mar-Jun 2007 Met/Not Met Acknowledgement of receipt sent within 4 days of receiving the application 80% Examination finalized within 10 weeks of receiving the application 80% Publication done within 30 weeks of receiving the application 80% Publication of registration done within 14 months of receiving the application if there is no opposition 80% Example
Next steps The Service Charter will be published on OAMI- ONLINE in April The Charter will be revised every year in view of the feedback and suggestions received from users