Performance monitoring

Our approach to measuring our performance against our strategic objectives is outlined below for the next four reporting periods 2021-22 to 2024-25.

Operational Excellence

Performance Criteria Annual Target
  2021-22 2022-23 2023-24 2024-25
 
Customer Service Charter (CSC)
and legislative commitments are met
Meet the 9 key targets under IP Australia’s Customer Service Charter
Process trans-Tasman attorney registration applications within 15 working days from the date that the application complies with registration requirements. 100% of applications are processed within the required timeframe.

 

Service Excellence

Performance Criteria Annual Target
  2021-22 2022-23 2023-24 2024-25
 
Improved awareness of the IP rights system

Effective delivery of public education and awareness programs, which promote the importance of IP and provide Australians with the tools they require to make informed decisions.

Increase the level of knowledge of Australia’s IP system on the 2020-21 baseline.

 
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.
 
Customer satisfaction with our staff 85%+ of customers are satisfied with our staff is maintained in the customer satisfaction survey.

 

Value Add

Performance Criteria Annual Target
  2021-22 2022-23 2023-24 2024-25
 
IP Australia’s public data is available Increase in number of annual downloads from data.gov.au
 
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% requested to be redrafted.

100% of ministerial briefs and correspondence requested by the Minister’s Office are delivered within the agreed timeframes.