Service Charter - European Union Intellectual Property … Charter Indicators 2018-Q1 EUTMs Direct Filings Fast Track (Timeliness) Publication EUTM Publication, FT - (working days)

2018-Q1

Service Charter

EUTMsDirect Filings Fast Track (Timeliness)

Publication

Registration

Direct Filings Standard Track (Timeliness)

Publication

Registration

First Action

Fast Track and Standard Track (Quality)

AG Decisions

International Registrations (Timeliness)

Registration

First Action

Oppositions (Timeliness and Quality)

Opposition Decision

Cancellations (Timeliness and Quality)

Cancellation Decision

RCDsFast Track (Timeliness)

Registration

Standard Track (Timeliness)

First Action

Registration

RCDs Fast Track and Standard Track (Quality)

RCD Registration

Invalidities (Timeliness and Quality)

Invalidity Decision

Service Charter

Index

2018-Q1

AppealsAppeals

Reception to acknowledgement sent

Decision ex-parte

Decision inter-partes

From completion of period for revision by first instance to remittal to the Boards- ex parte

From deadline for filing observation to remittal to the Boards - inter partes

From deadline for filing rejoinder to remittal to the Boards - RCD

AccessibilityAccessibility

Telephone calls to First Line / e-business hotline

Emails answered by Information Centre

Answer to complaints

Direct and call back accessibility

Website availability

PaymentsPayments

Average payment time

Service Charter

Indicators

2018-Q1

EUTMsDirect Filings Fast Track (Timeliness)

Publication

EUTM Publication, FT - (working days)

Quarter Performance Average Compliance

2016-Q3 48.0 4.6

2016-Q4 56.0 3.9

2017-Q1 65.0 3.1

2017-Q2 69.0 3.8

2017-Q3 111.0 4.3

2017-Q4 19.0 3.8

2018-Q1 20.0 6.8 15.0 to 20.0

Performance

Average

Excellence

Actions Needed

Compliance

Performance: Max time for the 100% of the casesAverage: AVG time for the 100% of the cases

5/34

Service Charter

Indicators

2018-Q1

Registration

EUTM Registration, FT - (months)


2016-Q1 6.0

2016-Q2 6.2

2016-Q3 5.8 3.5

2016-Q4 5.5 3.5

2017-Q1 5.9 3.5

2017-Q2 6.6 3.4

2017-Q3 6.6 3.4

2017-Q4 7.2 3.5

2018-Q1 4.5 3.4 4.0 to 5.0

Performance

Average

Excellence

Actions Needed

Compliance


6/34

Service Charter

Indicators

2018-Q1

Direct Filings Standard Track (Timeliness)

Publication

EUTM Publication, RT - (months)


2015-Q3 1.2 0.6 1.8 to 2.5

2015-Q4 1.2 0.6 1.8 to 2.5

2016-Q1 1.4 0.6 1.8 to 2.5

2016-Q2 1.4 0.7 1.8 to 2.5

2016-Q3 1.4 0.7 1.8 to 2.5

2016-Q4 1.5 0.6 1.8 to 2.5

2017-Q1 1.2 0.5 1.6 to 2.3

2017-Q2 1.2 0.5 1.6 to 2.3

2017-Q3 2.3 0.5 1.6 to 2.3

2017-Q4 1.7 0.5 1.6 to 2.3

2018-Q1 0.9 0.5 1.0 to 2.0

Performance

Average

Excellence

Actions Needed

Compliance


7/34

Service Charter

Indicators

2018-Q1

Registration

EUTM Registration, RT - (months)


2015-Q3 4.5 3.9 5.1 to 5.7

2015-Q4 4.5 3.9 5.1 to 5.7

2016-Q1 4.6 3.9 5.1 to 5.7

2016-Q2 4.6 3.9 5.1 to 5.7

2016-Q3 4.6 3.9 5.1 to 5.7

2016-Q4 4.6 3.9 5.1 to 5.7

2017-Q1 4.9 3.9 4.6 to 5.5

2017-Q2 4.6 3.8 4.6 to 5.5

2017-Q3 4.3 3.8 4.6 to 5.5

2017-Q4 5.5 3.8 4.6 to 5.5

2018-Q1 5.0 3.8 5.0 to 6.0

Performance

Average

Excellence

Actions Needed

Compliance


8/34

Service Charter

Indicators

2018-Q1

First Action

EUTM First Action, RT - (months)


2015-Q3 0.9 0.3 1.0 to 1.3

2015-Q4 0.9 0.3 1.0 to 1.3

2016-Q1 0.9 0.4 1.0 to 1.1

2016-Q2 1.0 0.5 1.0 to 1.1

2016-Q3 1.0 0.4 1.0 to 1.1

2016-Q4 1.1 0.4 1.0 to 1.1

2017-Q1 1.2 0.2 0.5 to 0.9

2017-Q2 0.8 0.3 0.5 to 0.9

2017-Q3 0.7 0.2 0.5 to 0.9

2017-Q4 0.8 0.3 0.5 to 0.9

2018-Q1 1.3 0.6 1.0 to 2.0

Performance

Average

Excellence

Actions Needed

Compliance


9/34

Service Charter

Indicators

2018-Q1

Fast Track and Standard Track (Quality)

AG Decisions

Cases compliant with quality criteria (without critical errors) inAG Decisions

- (%)

Quarter CasesCompliant Compliance

2018-Q1 98.79% 99.00% to 94.00%

Cases Compliant

Excellence

Actions Needed

Compliance

10/34

Service Charter

Indicators

2018-Q1

International Registrations (Timeliness)

Registration

IR Registration - (months)


2015-Q3 10.3 9.2 10.6 to 11.2

2015-Q4 10.4 9.9 10.6 to 11.2

2016-Q1 10.3 8.0 10.6 to 11.2

2016-Q2 10.1 8.4 10.6 to 11.2

2016-Q3 10.1 8.9 10.6 to 11.2

2016-Q4 10.5 7.8 10.6 to 11.2

2017-Q1 10.1 6.2 10.1 to 11.0

2017-Q2 5.7 5.1 10.1 to 11.0

2017-Q3 7.7 5.1 10.1 to 11.0

2017-Q4 8.3 5.2 10.1 to 11.0

2018-Q1 5.3 4.9 6.0 to 7.0

Performance

Average

Excellence

Actions Needed

Compliance


11/34

Service Charter

Indicators

2018-Q1

First Action

IR First Action - (months)


2015-Q3 0.8 0.4 1.0 to 2.1

2015-Q4 3.4 0.6 1.0 to 2.1

2016-Q1 1.9 0.6 1.0 to 2.1

2016-Q2 1.8 0.5 1.0 to 2.1

2016-Q3 1.2 0.4 1.0 to 2.1

2016-Q4 1.3 0.4 1.0 to 2.1

2017-Q1 2.1 0.5 0.5 to 0.9

2017-Q2 1.6 0.6 0.5 to 0.9

2017-Q3 5.0 0.7 0.5 to 0.9

2017-Q4 3.1 0.5 0.5 to 0.9

2018-Q1 1.7 0.5 1.0 to 2.0

Performance

Average

Excellence

Actions Needed

Compliance


12/34

Service Charter

Indicators

2018-Q1

Oppositions (Timeliness and Quality)

Opposition Decisions

Cases compliant with quality criteria (without critical errors) inOpposition Decisions

- (%)


2018-Q1 94.08% 99.00% to 94.00%

Cases Compliant

Excellence

Actions Needed

Compliance

13/34

Service Charter

Indicators

2018-Q1

Opposition Decision

Opposition Decision - (months)


2015-Q3 2.7 1.2 2.3 to 5.7

2015-Q4 3.4 1.5 2.3 to 5.7

2016-Q1 3.5 1.9 2.3 to 4.6

2016-Q2 4.5 2.6 2.3 to 4.6

2016-Q3 5.9 3.0 2.3 to 4.6

2016-Q4 6.2 3.4 2.3 to 4.6

2017-Q1 5.1 3.7 1.8 to 3.7

2017-Q2 5.1 3.1 1.8 to 3.7

2017-Q3 3.9 3.0 1.8 to 3.7

2017-Q4 3.5 2.9 1.8 to 3.7

2018-Q1 3.9 2.7 2.0 to 4.0

Performance

Average

Excellence

Actions Needed

Compliance


14/34

Service Charter

Indicators

2018-Q1

Cancellations (Timeliness and Quality)

Cancellation Decisions

Cases compliant with quality criteria (without critical errors) inCancellation Decisions

- (%)


2018-Q1 96.26% 99.00% to 94.00%

Cases Compliant

Excellence

Actions Needed

Compliance

15/34

Service Charter

Indicators

2018-Q1

Cancellation Decision

Cancellation Decision - (months)


2015-Q3 5.0 1.7 2.3 to 5.7

2015-Q4 3.7 1.5 2.3 to 5.7

2016-Q1 6.8 2.4 2.3 to 5.7

2016-Q2 7.0 2.9 2.3 to 5.7

2016-Q3 6.9 1.7 2.3 to 5.7

2016-Q4 6.2 3.7 2.3 to 5.7

2017-Q1 6.0 3.3 1.8 to 3.7

2017-Q2 7.3 3.6 1.8 to 3.7

2017-Q3 10.4 4.9 1.8 to 3.7

2017-Q4 11.9 4.4 1.8 to 3.7

2018-Q1 11.4 6.2 3.0 to 5.0

INDICATOR PERIOD COMMENTS

Performance 2018-Q1

The Office has been dealing with significant increases in workload in inter partes decisions.This has led to a degradation of the performance of Cancellation decisions. During thisquarter, the Office has started implementing a set of measures to improve this area in asustained manner (that is without endangering other collateral areas such as the Oppositiondecisions) over time. This set of measures is expected to be maintained or improved during2018 until the situation is stable and a steady state regime can be kept in compliance withthe Office standards.

Performance

Average

Excellence

Actions Needed

Compliance


16/34

Service Charter

Indicators

2018-Q1

RCDsFast Track (Timeliness)

Registration

RCD Registration, FT - (working days)


2016-Q3 5.0 0.2

2016-Q4 12.0 0.1

2017-Q1 3.0 0.1

2017-Q2 2.0 0.1

2017-Q3 2.0 0.1

2017-Q4 1.0 0.1

2018-Q1 3.0 0.1 2.0 to 3.0

Performance

Average

Excellence

Actions Needed

Compliance


17/34

Service Charter

Indicators

2018-Q1

Standard Track (Timeliness)

First Action

RCD First Action, RT - (working days)


2016-Q3 9.0 4.1

2016-Q4 9.0 3.6

2017-Q1 9.0 4.0

2017-Q2 10.0 4.6

2017-Q3 9.0 4.7

2017-Q4 8.0 2.0

2018-Q1 9.0 2.9 10.0 to 15.0

Performance

Average

Excellence

Actions Needed

Compliance


18/34

Service Charter

Indicators

2018-Q1

Registration

RCD Registration, RT - (working days)


2016-Q3 9.0 5.2

2016-Q4 8.0 4.9

2017-Q1 8.0 5.1

2017-Q2 9.0 5.8

2017-Q3 9.0 5.7

2017-Q4 7.0 2.6

2018-Q1 8.0 3.9 10.0 to 15.0

Performance

Average

Excellence

Actions Needed

Compliance


19/34

Service Charter

Indicators

2018-Q1

RCDs Fast Track and Standard Track (Quality)

RCD Registration

Cases compliant with quality criteria (without critical errors) inRCD Registration

- (%)


2018-Q1 100.00% 99.00% to 94.00%

Cases Compliant

Excellence

Actions Needed

Compliance

20/34

Service Charter

Indicators

2018-Q1

Invalidities (Timeliness and Quality)

RCD Invalidity Decisions

Cases compliant with quality criteria (without critical errors) inRCD Invalidity Decisions

- (%)


2018-Q1 100.00% 99.00% to 94.00%

Cases Compliant

Excellence

Actions Needed

Compliance

21/34

Service Charter

Indicators

2018-Q1

Invalidity Decision

Invalidity Decision - (months)


2015-Q3 2.9 1.0 2.3 to 2.8

2015-Q4 2.3 1.2 2.3 to 2.8

2016-Q1 2.2 1.0 2.3 to 2.8

2016-Q2 2.3 1.2 2.3 to 2.8

2016-Q3 2.8 1.2 2.3 to 2.8

2016-Q4 1.9 1.1 2.3 to 2.8

2017-Q1 1.9 1.0 1.8 to 3.7

2017-Q2 2.4 1.2 1.8 to 3.7

2017-Q3 1.8 0.8 1.8 to 3.7

2017-Q4 1.9 1.2 1.8 to 3.7

2018-Q1 2.4 1.3 2.0 to 4.0

Performance

Average

Excellence

Actions Needed

Compliance


22/34

Service Charter

Indicators

2018-Q1

AppealsAppeals

Reception to acknowledgement sent

Reception to acknowledgement sent - (days)


2015-Q3 2.0 0.2 10.0 to 14.0

2015-Q4 3.0 0.2 10.0 to 14.0

2016-Q1 3.0 1.0 10.0 to 14.0

2016-Q2 2.0 1.0 10.0 to 14.0

2016-Q3 2.0 1.0 10.0 to 14.0

2016-Q4 4.0 1.0 10.0 to 14.0

2017-Q1 3.0 1.0 10.0 to 14.0

2017-Q2 4.0 1.8 10.0 to 14.0

2017-Q3 4.0 1.4 10.0 to 14.0

2017-Q4 6.0 2.7 10.0 to 14.0

2018-Q1 7.0 3.1 10.0 to 14.0

Performance

Average

Excellence

Actions Needed

Compliance


23/34

Service Charter

Indicators

2018-Q1

Decision ex-parte

Appeal decisions ex-parte - (months)


2018-Q1 5.6 3.0 6.0 to 12.0

Performance

Average

Excellence

Actions Needed

Compliance


24/34

Service Charter

Indicators

2018-Q1

Decision inter-partes

Appeal decisions inter-partes - (months)


2018-Q1 5.9 3.3 6.0 to 12.0

Performance

Average

Excellence

Actions Needed

Compliance


25/34

Service Charter

Indicators

2018-Q1

From completion of period for revision by first instance to remittal to the Boards- ex parte

From completion of period for revision by first instance toremittal to the Boards- ex parte - (days)


2018-Q1 38.0 14.0 21.0 to 42.0

Performance

Average

Excellence

Actions Needed

Compliance


26/34

Service Charter

Indicators

2018-Q1

From deadline for filing observation to remittal to the Boards - inter partes

From deadline for filing observation to remittal to the Boards -inter partes - (days)


2018-Q1 62.0 25.0 35.0 to 70.0

Performance

Average

Excellence

Actions Needed

Compliance


27/34

Service Charter

Indicators

2018-Q1

From deadline for filing rejoinder to remittal to the Boards - RCD

From deadline for filing rejoinder to remittal to the Boards - RCD- (days)


2018-Q1 49.0 14.0 35.0 to 70.0

Performance

Average

Excellence

Actions Needed

Compliance


28/34

Service Charter

Indicators

2018-Q1

AccessibilityAccessibility

Telephone calls to First Line / e-business hotline

Telephone calls - (seconds)


2015-Q3 14.57 5.50 15.00 to 20.00

2015-Q4 14.40 5.63 15.00 to 20.00

2016-Q1 14.52 5.50 16.00 to 20.00

2016-Q2 14.31 6.01 16.00 to 20.00

2016-Q3 14.33 5.71 16.00 to 20.00

2016-Q4 14.43 5.75 16.00 to 20.00

2017-Q1 14.50 5.80 16.00 to 20.00

2017-Q2 14.54 5.51 16.00 to 20.00

2017-Q3 14.60 5.58 16.00 to 20.00

2017-Q4 14.26 5.94 16.00 to 20.00

2018-Q1 14.60 5.40 16.00 to 20.00

Performance

Average

Excellence

Actions Needed

Compliance

Performance: Max time to take a call for 99% of the casesAverage: AVG time to take a call for 100% of the cases

29/34

Service Charter

Indicators

2018-Q1

Emails answered by Information Centre

Emails answered by Information Centre - (working days)


2015-Q3 2.70 0.30

2015-Q4 2.20 0.40

2016-Q1 2.10 0.50

2016-Q2 2.00 0.40

2016-Q3 1.90 0.40

2016-Q4 1.90 0.40

2017-Q1 2.10 0.30

2017-Q2 2.00 0.40

2017-Q3 2.10 0.40

2017-Q4 2.00 0.30

2018-Q1 2.80 0.40 3.00 to 3.00

Performance

Average

Excellence

Actions Needed

Compliance

Performance: Max time to answer an email for 99% of the casesAverage: AVG time to answer an email for 100% of the cases

30/34

Service Charter

Indicators

2018-Q1

Answer to complaints

Answer to complaints - (working days)


2016-Q1 6.92 4.07

2016-Q2 5.99 3.15

2016-Q3 5.99 4.66

2016-Q4 5.99 2.25

2017-Q1 5.99 3.33

2017-Q2 5.98 2.00

2017-Q3 5.99 4.50

2017-Q4 5.98 3.00

2018-Q1 5.99 5.20 6.00 to 9.00

Performance

Average

Excellence

Actions Needed

Compliance

Performance: Max time to deal with complaints for 100% of the casesAverage: AVG time to deal with complaints for 100% of the cases

31/34

Service Charter

Indicators

2018-Q1

Direct and call back accessibility

Direct and call back accessibility - (%)

Quarter Performance Compliance

2017-Q1 99.30% 99.00% to 95.00%

2017-Q2 98.78% 99.00% to 95.00%

2017-Q3 98.85% 99.00% to 95.00%

2017-Q4 99.39% 99.00% to 95.00%

2018-Q1 99.20% 99.00% to 95.00%

Performance

Excellence

Actions Needed

Compliance

32/34

Service Charter

Indicators

2018-Q1

Website availability

Website availability - (%)


2015-Q3 100.00% 99.00% to 97.00%

2015-Q4 99.91% 99.00% to 97.00%

2016-Q1 100.00% 99.00% to 97.00%

2016-Q2 99.50% 99.00% to 97.00%

2016-Q3 99.76% 99.00% to 97.00%

2016-Q4 99.71% 99.00% to 97.00%

2017-Q1 99.99% 99.00% to 98.00%

2017-Q2 99.70% 99.00% to 98.00%

2017-Q3 99.89% 99.00% to 98.00%

2017-Q4 99.99% 99.00% to 98.00%

2018-Q1 100.00% 99.00% to 98.00%

Performance

Excellence

Actions Needed

Compliance

33/34

Service Charter

Indicators

2018-Q1

PaymentsPayments

Average payment time

Average payment time - (working days)


2016-Q1 7.22

2016-Q2 7.09

2016-Q3 6.98

2016-Q4 6.30

2017-Q1 7.60

2017-Q2 6.80

2017-Q3 7.30

2017-Q4 6.10

2018-Q1 7.31 15.00 to 20.00

Performance

Excellence

Actions Needed

Compliance

34/34

Documents

Service Charter - European Union Intellectual Property … Charter Indicators 2018-Q1 EUTMs Direct Filings Fast Track (Timeliness) Publication EUTM Publication, FT - (working days)