Strategic Plan 2007-2012 (page 7 of 12)
Strategic Plan 2007-2012 (PDF – 7.3 MB – 23 pages)
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5. Strategic direction A – Client services
Many Canadian innovators use IP rights to enhance performance, whether by protecting their own innovations and creations, or to obtain information contained in other innovators' IP documentation to improve their company's products and services. They want CIPO to deliver timely, high-quality products and services that are responsive to their needs and expectations.
Over these next five years, CIPO will be undertaking a business transformation initiative called Enterprise Business Renewal (EBR) that will help us drive CIPO forward to be one of the "leading IPOs." This EBR initiative will assess our core IP-granting business processes for transformation, to be more efficient and to be responsive to clients. The intended outcome of EBR is an organization that delivers a more efficient, consistent and higher quality IP system. Over the next five years, EBR will be a major driver for achieving the outcomes set out in this strategic plan.
Objective
To improve products, services and processes in areas of highest priority to clients while supporting the greater public good.
Outcome
- The delivery and quality of CIPO's products and services respond to client needs and expectations, and meet or surpass the performance of leading IPOs.
- Performance indicator 1.1: Client satisfaction with CIPO's products and services
- Performance indicator 1.2: Adherence to CIPO's service standards
- Performance indicator 1.3: Client satisfaction with e-delivery of products and services
- CIPO clients including the public can easily locate the information and people they need.
- Performance indicator 2.1: Client satisfaction with ease in locating information
- Performance indicator 2.2: Client satisfaction with ease in accessing staff
- Performance indicator 2.3: CIPO's commitment to federal government information management, identity, accessibility and official language obligations