Performance monitoring

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.  

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	Achieved

 

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

 

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