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USPTO Performance and Accountability Report - U.S. Patent and ...

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FIGURE 8 Cumulative Total PPH Filings<br />

mance Excellence Award for outst<strong>and</strong>ing efforts to<br />

improve business processes.<br />

OBJECTIVE 4: Measure <strong>and</strong> improve<br />

patent quality<br />

The <strong>USPTO</strong> continues to focus on delivering highquality<br />

patents to innovators. More than two years<br />

ago, the agency worked with our patent examiners’<br />

union to develop a new work credit system that gives<br />

examiners more time to review the merits of an application<br />

before making a decision. We have improved<br />

our hiring practices, recruiting experienced IP professionals<br />

as well as recent engineering graduates.<br />

Comprehensive training is provided for new as well<br />

as experienced examiners.<br />

We implemented new performance st<strong>and</strong>ards that<br />

place a greater emphasis on examiners interacting<br />

with patent applicants earlier in the process to clarify<br />

claims <strong>and</strong> enhance the quality of patent reviews.<br />

MANAGEMENT’S DISCUSSION AND ANALYSIS<br />

Collaboration with our PPAC - <strong>and</strong> the entire patent<br />

community - led to the development of a comprehensive<br />

set of metrics that we use to monitor patent<br />

quality from start to finish. These quality metrics are<br />

reported to our stakeholders on a monthly basis via<br />

the <strong>USPTO</strong> Data Visualization Center – <strong>Patent</strong>’s<br />

Dashboard (Figure 9), available at www.uspto.gov/<br />

about/stratplan/dashboards.jsp.<br />

To better measure the quality of services provided by<br />

the patent examining staff, the <strong>USPTO</strong> exp<strong>and</strong>ed its<br />

<strong>Patent</strong>s External Quality Survey. This survey gives applicants<br />

an opportunity to provide feedback on the<br />

patent process on a semi-annual basis. The survey<br />

provides a valuable complement to other quality<br />

initiatives, such as enhancing interview practice.<br />

The survey results (Figure 10), along with customer<br />

outreach efforts <strong>and</strong> other initiatives, enable the<br />

<strong>USPTO</strong> to improve service quality based upon the<br />

input collected through the survey process. In the<br />

Fall 2012 survey, 35 percent of customers felt that<br />

overall examination quality had slightly or significantly<br />

improved over the previous three months.<br />

These levels are consistent with those observed over<br />

www.uspto.gov<br />

21

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