OHIM Service Charter

SERVICECHARTER

SERVICESTANDARDSQUARTERLY

REPORT

BUSINESSPLAN

BSC/STATISTICAL

REPORTS

IMPROVEMENTOF INTERNALPROCESSES

MONITORING OFPERFORMANCE

Use

rs’ N

eed

s an

d E

xpec

tati

on

s

Processes

STRATEGICPLAN

Us ers ’ S

a tisf act ion

Quality Management System

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 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 decisionsService standards Target

Classifications of CTM lists of goods and services complying with quality criteria

Published as from 2nd 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 Examiner’s work with quality criteria

AccessibilityService standards Target

e-business services available 24 hours a day, 7 days a week

99.5%

Information queries sent to information@oami.europa.eu answered within 2 days

80%

Complaints filed at customercareunit@oami.europa.eu dealt with within 14 days

90%

Telephone calls to the Switchboard (+34 96 513 9100) answered within 20 seconds

90%

TimelinessProcedures Stages

CTM registration Receipt, Examination, Publication, Registration

International Registrations Examination, Registration

International Applications Transmittal to WIPO

CTM Oppositions Admissibility, Decision

Registered Community Designs Receipt, Examination

Recordals Transfers

Certificates and other documents Certified copies of CTM and RCD applications and certificates

Quarterly reports

Service standards Target ActualMar-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

Thank you!

OHIM Contact Information:

(+ 34) 965 139 100

(+ 34) 965 131 344

information@oami.europa.eu

Office for Harmonization in the Internal Market (Trade Marks and Designs)Avenida de Europa, 4E-03008 AlicanteSPAIN