CIPC Annual Report V1

The average customer satisfaction score for a call centre consultants is 7.6 out of 10. • The CIPC is embedding the telecommuting model, which enables remote working. It has proven to be highly successful with productivity being steady and service delivery standards met and exceeded across all operations. The Telecommuting Policy has been implemented.

• Eight HR policies were approved including the Leave Policy, Bursary Policy, and Telecommuting Policy. • 21 of the CIPC’s officials were awarded bursaries. • Nine appointments were made. • Performance bonuses for 2019/20 financial year have been paid during the third quarter.

Table B. 27: Programme 1- Service Delivery and Access Key performance indicators, planned targets and actual achievements (Performance table remained the same after re-tabling)

Deviation from annual target to actual achieve ment

Performance measure or indicator

2019/20 Actual achievement

2020/21 Annual target

2020/21 Actual achievement

Reason for variance

Corrective action

Output

Outcome 1: Reduced administrative compliance burden for companies and IP owners. Strategic objective 1.1 24/7 access to all the CIPC’s products and services. Increased in the % of website

% website performance for e-services 24/7.

No electrical outages from the dtic or Eskom load shedding.

93%

93% 97%

4%

N/A

performance for e-services 24/7. Increase in the % of CIPC services with an option to file electronically compared to manually filed services.

% of CIPC services with an

option to file electronically compared to manually filed services.

29% (1% increase)

28%

29%

0%

N/A

N/A

Strategic objective 1.3 Intelligent, innovative, high performance organisational environment. Increase the score of the customer 7.5 8 0.5

A score between 1 – 10 of the customer and stakeholder value index, a higher score indicating satisfaction with the CIPC.

Not measured (measured every second year).

Strengthen ing of virtual channels including social media, as well as high respon siveness to stakeholders.

N/A

stakeholder value index.

COMPANIES AND INTELLECTUAL PROPERTY COMMISSION I Annual Report 2020/21

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