OHIM Service Charter. As part of its QMS and in view of the results of the User Satisfaction Survey...
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OHIM Service Charter
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Transcript of OHIM Service Charter. As part of its QMS and in view of the results of the User Satisfaction Survey...
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 [email protected] answered within 2 days
80%
Complaints filed at [email protected] 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
Office for Harmonization in the Internal Market (Trade Marks and Designs)Avenida de Europa, 4E-03008 AlicanteSPAIN
