IPO customer service standards

Gist Summary:

The document provided by the Intellectual Property Office (IPO) outlines the customer service standards and the performance against these targets. The report details the IPO's performance in meeting its service standards for various aspects of customer service, including information centre, designs examination, patents, patent search, patent examination, patent acceleration, hearing decisions, and register requests. The performance is presented in the form of percentage completion rates and average times for completing tasks.

Summary:

The IPO's customer service standards outline the level of service customers can expect, and the organization's performance against these targets is tracked. The report provides an overview of the IPO's service standards and the percentage completion rates for each standard. The standards are grouped into categories, including information centre, designs examination, patents, and register requests.

The report highlights that the IPO is meeting or exceeding many of its customer service standards, with an overall satisfaction rate of 85%. However, the organization is working to address delays in some areas by recruiting and training additional staff and improving processes.

The document also provides an update on the IPO's performance for each quarter, with the most recent being September 2023.