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.
StrategyPerformance CriteriaAnnual Target
  2019-202020-212021-222022-23
STAKEHOLDERS
Maintain high customer satisfaction with the quality and timeliness of IP rightsCustomer Service Charter (CSC) and legislative commitments are metAchieved
 Agreed quality levels and standards for IP rights search and examination are metAchieved
 Overall customer satisfaction with IP Australia as an agency90%+ overall customer satisfaction with IP Australia as an agency maintained in the customer satisfaction survey
Provide effective and efficient trans-Tasman attorney registrationProcess applications within 15 working days from the date that the application complies with all of the registration requirementsAchieved
CORE BUSINESS
Improve our business capabilities, though reliable IP rights systemsInternal systems availability meets business needAchieved
Improve IP Australia’s approach to the management and governance of dataImprove maturity and performance in information and data managementInformation 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 workingMaintain staff satisfaction with flexible, agile and innovative ways of working, and realise projected benefitsAchieved
Improve the data literacy and analysis capability of our staffIP Australia data literacy results improve on 2017-18 benchmarkAchieved

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.
StrategyPerformance CriteriaAnnual Target
  2019-202020-212021-222022-23
STAKEHOLDERS
Improve public awareness of the IP system through tailored education productsSatisfaction with public education, awareness and information products90%+ of people and partners accessing our public education, awareness and information products are satisfied
CORE BUSINESS
Digital services suit preferences of customers and exceed expectationsCustomer satisfaction with the reliability and effectiveness of externally facing ICT systems85%+ of customers are satisfied with the reliability and effectiveness of externally facing ICT systems
WORKFORCE
Build the customer service capability and knowledge of our staffCustomer satisfaction with our staff85%+ 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
StrategyPerformance CriteriaAnnual Target
  2019-202020-212021-222022-23
STAKEHOLDERS
Improve support for customers seeking to engage in international and domestic marketsUtility of value-added services to customers as measured by evaluation of key initiatives related to each strategyEvaluation 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 holdingsIP Australia is compliant with the PM&C Public Data PolicyAchieved
WORKFORCE
Encourage and facilitate innovation by our staffIP Australia’s results for innovation exceed comparable APS agenciesAchieved