Post on 24-Jul-2018
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)
Quarter Performance Average Compliance
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
Performance: Max time for the 100% of the casesAverage: AVG time for the 100% of the cases
6/34
Service Charter
Indicators
2018-Q1
Direct Filings Standard Track (Timeliness)
Publication
EUTM Publication, RT - (months)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
7/34
Service Charter
Indicators
2018-Q1
Registration
EUTM Registration, RT - (months)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
8/34
Service Charter
Indicators
2018-Q1
First Action
EUTM First Action, RT - (months)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
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)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
11/34
Service Charter
Indicators
2018-Q1
First Action
IR First Action - (months)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
12/34
Service Charter
Indicators
2018-Q1
Oppositions (Timeliness and Quality)
Opposition Decisions
Cases compliant with quality criteria (without critical errors) inOpposition Decisions
- (%)
Quarter CasesCompliant Compliance
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)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
14/34
Service Charter
Indicators
2018-Q1
Cancellations (Timeliness and Quality)
Cancellation Decisions
Cases compliant with quality criteria (without critical errors) inCancellation Decisions
- (%)
Quarter CasesCompliant Compliance
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)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
16/34
Service Charter
Indicators
2018-Q1
RCDsFast Track (Timeliness)
Registration
RCD Registration, FT - (working days)
Quarter Performance Average Compliance
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
Performance: Max time for the 100% of the casesAverage: AVG time for the 100% of the cases
17/34
Service Charter
Indicators
2018-Q1
Standard Track (Timeliness)
First Action
RCD First Action, RT - (working days)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
18/34
Service Charter
Indicators
2018-Q1
Registration
RCD Registration, RT - (working days)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
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
- (%)
Quarter CasesCompliant Compliance
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
- (%)
Quarter CasesCompliant Compliance
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)
Quarter Performance Average Compliance
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
Performance: Max time for the 99% of the casesAverage: AVG time for the 100% of the cases
22/34
Service Charter
Indicators
2018-Q1
AppealsAppeals
Reception to acknowledgement sent
Reception to acknowledgement sent - (days)
Quarter Performance Average Compliance
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
Performance: Max time for the 90% of the casesAverage: AVG time for the 100% of the cases
23/34
Service Charter
Indicators
2018-Q1
Decision ex-parte
Appeal decisions ex-parte - (months)
Quarter Performance Average Compliance
2018-Q1 5.6 3.0 6.0 to 12.0
Performance
Average
Excellence
Actions Needed
Compliance
Performance: Max time for the 85% of the casesAverage: AVG time for the 100% of the cases
24/34
Service Charter
Indicators
2018-Q1
Decision inter-partes
Appeal decisions inter-partes - (months)
Quarter Performance Average Compliance
2018-Q1 5.9 3.3 6.0 to 12.0
Performance
Average
Excellence
Actions Needed
Compliance
Performance: Max time for the 85% of the casesAverage: AVG time for the 100% of the cases
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)
Quarter Performance Average Compliance
2018-Q1 38.0 14.0 21.0 to 42.0
Performance
Average
Excellence
Actions Needed
Compliance
Performance: Max time for the 98% of the casesAverage: AVG time for the 100% of the cases
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)
Quarter Performance Average Compliance
2018-Q1 62.0 25.0 35.0 to 70.0
Performance
Average
Excellence
Actions Needed
Compliance
Performance: Max time for the 98% of the casesAverage: AVG time for the 100% of the cases
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)
Quarter Performance Average Compliance
2018-Q1 49.0 14.0 35.0 to 70.0
Performance
Average
Excellence
Actions Needed
Compliance
Performance: Max time for the 98% of the casesAverage: AVG time for the 100% of the cases
28/34
Service Charter
Indicators
2018-Q1
AccessibilityAccessibility
Telephone calls to First Line / e-business hotline
Telephone calls - (seconds)
Quarter Performance Average Compliance
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)
Quarter Performance Average Compliance
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)
Quarter Performance Average Compliance
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 - (%)
Quarter Performance Compliance
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)
Quarter Performance Compliance
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