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Corporate Plan 2019-20 - Performance monitoring
View the IP Australia Corporate Plan 2019-20 in PDF format
OPERATIONAL EXCELLENCE
High performing core business and internal operations
STAKEHOLDERS
- Maintain high customer satisfaction with the quality and timeliness of IP rights
- Provide effective and efficient trans-Tasman attorney registration
CORE BUSINESS
- Improve our business capabilities through reliable IP rights systems
- Improve IP Australia’s approach to the management and governance of data
WORKFORCE
- Modernise our accommodation and digital working environment to support and improve flexible, agile and innovative ways of working
- Improve the data literacy and analysis capability of our staff
SERVICE EXCELLENCE
High performing customer services that support our core business
STAKEHOLDERS
- Improve public awareness of the IP system through tailored education products
CORE BUSINESS
- Digital services suit preferences of customers and exceed expectations
WORKFORCE
- Build the customer service capability and knowledge of our staff
VALUE ADD
Our expertise is leveraged to deliver value to the IP system, stakeholders and the broader economy
STAKEHOLDERS
- Improve support for customers seeking to engage in international and domestic markets
CORE BUSINESS
- Increase the accessibility and quality of our data holdings
WORKFORCE
- Encourage and facilitate innovation by our staff
Operational Excellence
Outcome: The delivery of improved IP rights administration and professional registration is our core function. IP Australia must operate as an effective and efficient body to issue IP rights and professional registration for our customers and stakeholders. Progress can be seen in:
- Continuous improvement in quality across our IP Rights administration and professional registration services and adherence to service commitments
- A sustainable and cost-effective business model
- Staff satisfaction with supporting and enabling services, and the way we work together across the agency.
| Strategy | Performance Criteria | Annual Target | |||
|---|---|---|---|---|---|
| 2019-20 | 2020-21 | 2021-22 | 2022-23 | ||
| STAKEHOLDERS | |||||
| Maintain high customer satisfaction with the quality and timeliness of IP rights | Customer Service Charter (CSC) and legislative commitments are met | Achieved | |||
| Agreed quality levels and standards for IP rights search and examination are met | Achieved | ||||
| Overall customer satisfaction with IP Australia as an agency | 90%+ overall customer satisfaction with IP Australia as an agency maintained in the customer satisfaction survey | ||||
| Provide effective and efficient trans-Tasman attorney registration | Process applications within 15 working days from the date that the application complies with all of the registration requirements | Achieved | |||
| CORE BUSINESS | |||||
| Improve our business capabilities, though reliable IP rights systems | Internal systems availability meets business need | Achieved | |||
| Improve IP Australia’s approach to the management and governance of data | Improve maturity and performance in information and data management | Information Management maturity meets or exceeds the Australian Government average in the National Archives of Australia Check-up PLUS Survey | |||
| WORKFORCE | |||||
| Modernise our accommodation and digital working environment to support and improve flexible, agile and innovative ways of working | Maintain staff satisfaction with flexible, agile and innovative ways of working, and realise projected benefits | Achieved | |||
| Improve the data literacy and analysis capability of our staff | IP Australia data literacy results improve on 2017-18 benchmark | Achieved | |||
Service Excellence
Outcome: IP Australia must engage effectively with customers and stakeholders, domestically and internationally. We must provide appropriate advice and systems to support effective engagement. Progress can be seen in:
- Improved public education and awareness of the IP rights system and the support our organisation provides
- Better tools to support user-engagement
- High customer satisfaction with our externally facing services (e-services, website, payment pathways etc)
- Adherence to service commitments relating to external support services.
| Strategy | Performance Criteria | Annual Target | |||
|---|---|---|---|---|---|
| 2019-20 | 2020-21 | 2021-22 | 2022-23 | ||
| STAKEHOLDERS | |||||
| Improve public awareness of the IP system through tailored education products | Satisfaction with public education, awareness and information products | 90%+ of people and partners accessing our public education, awareness and information products are satisfied | |||
| CORE BUSINESS | |||||
| Digital services suit preferences of customers and exceed expectations | Customer satisfaction with the reliability and effectiveness of externally facing ICT systems | 85%+ of customers are satisfied with the reliability and effectiveness of externally facing ICT systems | |||
| WORKFORCE | |||||
| Build the customer service capability and knowledge of our staff | Customer satisfaction with our staff | 85%+ of customers are satisfied with our staff is maintained in the customer satisfaction survey | |||
Value Add
Outcome: IP Australia must make effective use of its skills and knowledge to deliver value to the Australian community, at home and abroad. Our role is to shape the IP system domestically and internationally to serve Australian innovation and business. Progress can be seen in:
- Provision of high quality advice to government
- Strong domestic and international partnerships
- High customer satisfaction with services designed to facilitate the use of IP
- Maximising access and use of our data
| Strategy | Performance Criteria | Annual Target | |||
|---|---|---|---|---|---|
| 2019-20 | 2020-21 | 2021-22 | 2022-23 | ||
| STAKEHOLDERS | |||||
| Improve support for customers seeking to engage in international and domestic markets | Utility of value-added services to customers as measured by evaluation of key initiatives related to each strategy | Evaluation results of key initiatives shows we have maintained or improved on results from the previous year, benchmarked new initiatives, and used feedback to improve future service offerings | |||
| CORE BUSINESS | |||||
| Increase the accessibility and quality of our data holdings | IP Australia is compliant with the PM&C Public Data Policy | Achieved | |||
| WORKFORCE | |||||
| Encourage and facilitate innovation by our staff | IP Australia’s results for innovation exceed comparable APS agencies | Achieved | |||