The Patents OfficeCustomer Service Action Plan 2010 - 2013 CUSTSER 2010-2013 (Ver 2).doc (0.22 MB, MS Word) is based on the Twelve Quality Customer Service Principles set out in the Government's Quality Customer Service Initiative and outlines the actions, which will be taken to give effect to these principles.
The aim of the plan is to ensure that the objectives of Quality Customer Service are fully recognized in improvements to the internal business processes of the Patents Office and in the provision of a more efficient and effective service to its internal and external customers.
The customer services targets included in this plan are measured quarterly and performance against these targets are reported in the Annual Report of the Controller of Patents, Designs and Trade Marks.