Link:
Performance monitoring
Corporate Plan 2020-21
View the IP Australia Corporate Plan 2020-21 in PDF format
Performance monitoring
Our approach to measuring our performance against these strategic objectives over the life of the 2020-21 Corporate Plan is outlined below.

OPERATIONAL EXCELLENCE
Strategy | Performance Criteria | Annual Target | |||
---|---|---|---|---|---|
2020-2021 | 2021-22 | 2022-23 | 2023-24 | ||
Maintain high customer satisfaction with the quality and timeliness of IP rights | Customer Service Charter (CSC) and legislative commitments are met | There are nine key targets under IP Australia’s Customer Service Charter, available on our website | |||
Provide effective and efficient trans-Tasman attorney registration | Process applications within 15 working days from the date that the application complies with registration requirements | Achieve |

Service Excellence
Strategy | Performance Criteria | Annual Target | |||
---|---|---|---|---|---|
2020-2021 | 2021-22 | 2022-23 | 2023-24 | ||
Improve public awareness of the IP system through tailored education products | Improved awareness of the IP rights system | 90%+ of people and partners accessing our public education, awareness and information products have an improved understanding of how IP rights can benefit their 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 | |||
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
Strategy | Performance Criteria | Annual Target | |||
---|---|---|---|---|---|
2020-2021 | 2021-22 | 2022-23 | 2023-24 | ||
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 | Maintain or improve results for key initiatives, benchmark new initiatives and use feedback to improve future service offerings | |||
Increase the accessibility of our data holdings | IP Australia’s public data is available | Increase in number of annual downloads from data.gov.au | |||
Provide high quality and timely advice to Government | Provision of high quality advice to the Australian Government on policy, legislation, ministerial correspondence and briefs | Ministerial briefs and correspondence delivered to the Minister’s Office are of a high quality with less than 10 per cent requested to be redrafted. 100 per cent of ministerial briefs and correspondence requested by the Minister’s Office are delivered within the agreed timeframes |