Customer Service Action Plan

The Patents Office Customer Services Action Plan 2017-2019 is based on the Twelve Quality Customer Service Principles set out in the Government's Quality Customer Service Initiative. It 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 recognised 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.