CIPC Annual Report V1

As shown in Figure B.4 , the CIPC achieved between 88 – 95% in 2020 compared to 86-95% in 2017 in all the key areas, namely, Image and Reputation; Service Excellence; Leadership and Vision; Systems and Processes; Communication; and Communication Media. Figure B. 4: Key areas measured

Mobile application services and web services are modernised, because of the integration of the currently published CIPC mobile platform to legacies. The CIPC is working on a pilot for the services of a ChatBot. The Covid-19 pandemic called for the CIPC to adapt quickly and develop new services. The first one being an additional functionality to register and issue certificates for businesses to operate as essential businesses during the national lockdown on the BizPortal platform. The second one being the booking service, which sought to reduce congestion at CIPC SSCs by allowing CIPC clients to book visits to SSCs in advance through the CIPC Mobile App. The third one was automating submission and approval of invoices online. The Modernisation Strategy extends the reach of the CIPC and government integrated services. However, this excludes individuals that do not have access to network data to access the internet, and appropriate devices. To close this gap, the CIPC offers its services through SSCs and partner sites, where self-service terminals are installed, operated, and manned by the CIPC’s staff or individuals allocated by partners. Customers can also use a drop-box situated at the CIPC’s office or use The CIPC extends its footprint by collaborating with strategically selected partners, in doing so leveraging the capabilities and competencies of these partners. The CIPC has access to its partner’s infrastructure, customer base, and value-add services for its customers. These partnerships are not only limited to the public sector, it also extends to the private sector. The partnerships model has also been critical in creating a ‘one stop’ shop for businesses. Channels such as the BizPortal, SSTs, and banks are built upon this model. BizPortal is a one-stop shop that enables entrepreneurs to go to one website, register their company, register for tax, get a B-BBEE certificate, register for the Unemployment Insurance Fund (UIF), get their company’s domain name, and even open a bank account. Through SSCs and partner sites, businesses not only register companies, but also get their B-BBEE certificates. In its efforts to continue providing value-added services , the CIPC also collaborated with SARS to offer a tax number when an enterprise is registered. The banks offer a wide range of CIPC products and services including company registration, name reservation, payment integration and B-BBEE certificate application, when opening a business bank account. The table below shows the CIPC channel and services offered in each channel. postal services as well as email. Innovation and collaboration

95% 95%

Image and Reputation

93%

Service Excellence

89%

94% 93%

Leadership and Vision

91% 92%

Systems and Processes

92%

90%

Communication

86%

88%

Communication Media

86%

0% 20% 40% 60% 80% 100%

1.1.6 The CIPC’s strategies Reduced turnaround times, and improved customer and stakeholder satisfaction are a result to a largely due to the CIPC’s strategies and programmes, namely, Modernisation; Client Engagement; Innovation and Collaboration; Education and Awareness; Voluntary Compliance; and Enforcement. Modernisation Strategy The Modernisation Strategy aims to modernise all the CIPC operations and services. This entails migration of the CIPC processes into a new modern platforms and automation of all its processes in order to minimise the time transacting with the CIPC. It also entails strengthening of on-line channels such as the website, Mobile App, Chabot, and BizPortal. Migration of processes into a new platform provides a foundation for full and ease of automation of the CIPC internal and external processes. Most of the processes have been migrated into the K2 platform. Priority is given to services currently attracting high usage from the client community. In the IP area, the CIPC is in the process of deploying a fully-automated IP Administration System (IPAS) with the assistance of the WIPO. It is believed that this end-to-end automated system will make the patent system seamless and encourage improved applications. Twenty-nine percent of the externally-focused CIPC processes have been automated (as at 31 March 2021). The automation of processes has led to faster transactions, and thus improved customer experience. This has also enhanced data integrity, information security, registration system transparency and verification of business compliance.

COMPANIES AND INTELLECTUAL PROPERTY COMMISSION I Annual Report 2020/21

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