CIPC Annual Report V1

-- Name reservation

reduce the administrative compliance burden for companies and IP owners. The CIPC channels in place are e-services website, SSCs and partner sites [self-service terminals (SSTs)], the BizPortal, which includes the banks (FNB, Nedbank, Standard Bank, ABSA, and SASFIN), the CIPC mobile app, the call centre, the query resolution system (QRS), USSD, as well as social media (Facebook, Twitter, YouTube and WhatsApp). • Website performance was 97% because there were fewer electrical outages from the dtic campus or Eskom load shedding. • To address business requirements during the Covid-19 national lockdown, three services were introduced namely BizPortal functionality to register companies for essential services, on-line bookings to visit SSCs, and on-line invoicing. The booking service sought to reduce congestion at SSCs by allowing the CIPC’s clients to book visits to SSCs in advance, while the invoice service entails automating submission and approval of invoices online. • Three additional functions were added to the BizPortal channel, i.e. name changes, address changes and annual returns. • The CIPC’s social media (Facebook and Twitter) capacity was strengthened by increasing the number of personnel that handle social media queries. • There was 1% increase of automated processes overall from 28% the previous year to 29% during the period under review. Timely delivery of all products and services of the CIPC The CIPC’s strategy to achieve timely and quick service is to modernise its operations and services. This entails automation of all its processes, revision of mobile application services and ChatBot implementation in order to minimise the time transacting with the CIPC. This contributes to ease, simplicity and flexibility in forming and maintaining companies, as well as protecting intellectual property to reduce the administrative compliance burden for companies and IP owners. • Migration of services from legacy systems to the newly adopted modernisation platform, K2, has started. Priority is given to services currently attracting high usage from the client community. The mobile application services are also being revised. The following core services were migrated onto the K2 platform and released to new e-services:

-- Customer registration -- Password reset -- Coops registration

-- Company registration -- Enterprise registration -- Ceding of individual rights -- Transacting on-behalf of clients -- Names transfer -- Name extension -- Defensive name reservation

-- Defensive name renewal -- Supplier invoice tracking

• Implementation of the following services were revised on

the mobile platform: -- Name reservation -- Customer registration -- Company registration -- Booking service

• The following core services were developed onto the K2 platform and are on testing phase: -- Change of entities directors -- Name change -- Secondary co-operatives -- Tertiary co-operatives • Development of the ChatBot is underway. An intelligent, innovative and high-performance organisational environment The CIPC builds an intelligent, innovative and high performance organisational environment through continued with corporate strategy development, strategic communications, internal audits, finance and supply chain management initiatives as well as through organisational design, recruitment, employee wellness, labour relations, individual performance management (linked to performance bonuses), as well training and development of staff through the CIPC Bursary Programme. • The Customer and Stakeholder Survey conducted every single year, showed a rating of 80%, compared to 74% in 2017. • The call centre after-call survey is conducted on a daily basis to assess the effectiveness and efficiency of the calls.

COMPANIES AND INTELLECTUAL PROPERTY COMMISSION I Annual Report 2020/21

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