1. 1 e-Filing Performance Alicante, 9 March 2007

2. 2 Performance indicators Availability - Service hours - Down time Response time – time to file Stability – blockages, errors Functionality - ease of use, - help files, - adequate tools

3. 3 Performance indicators: availability MOST RELEVANT WEB SERVICES 2006 Name Yearly Average (%) Monthly MIN (%) % of days with 100% availability CTM Efiling99.3897.495.62 My Page99.4897.495.89 RCD Online99.4898.1992.33 CTM ERenewal99.798.6697.26 CTM Eopposition99.798.6697.26 RCD Efiling99.659995.89 Account Online99.899.0297.26 CTM Agents99.7599.0895.07 CTM Euronice99.8299.0896.44 RCD Eurolocarno99.8299.0896.44 Website - oami.europa.eu99.8299.0896.71 CTM EuroACE99.7899.1697.26 CTM Online99.899.2798.08 Search Reports Online99.9199.3699.18 Bulletins99.9899.73 CTM Download - IDI99.9899.73 Service hours: 24x7, i.e. 8760h in 2006 TARGET 24 x 7 99.5% availability 3 hrs maintenance window with notice during non-peak hrs.

4. 4 Incidents Statistics PeriodJAN/FEB 2007 # calls / application (Information desk)4.2% # incidents / application (Help desk) - CTMs - RCDs 2.8% 3.3%

5. 5 Shadow user system Basic principles Countries (DE, ES, FR, GB, IT) Volumes : 5 CTMs, 5 RCDs per country per day Scenarios: one for CTM, one for RCD exploiting all major functionalities, attachments : - CTM: 1 x pdf. (750 kB) 1 x jpg. (1 MB) - RCD: 1 x pdf. (500 kB) 9 x jpg. (9 x 1 MB) Monitoring System: hourly input of time to file, network speed, failures

6. 6 Shadow user system Outcomes CTM: time to file (daily averages) 18

7. 7 Shadow user system RCD: time to file (daily averages) 13

8. 8 Shadow user system Average line speed (customer OHIM)

9. 9 Shadow user system Instabilities/blockages per country CTM: 10% RCD: 20%

10. 10 Shadow User system Continued monitoring: shadow users, log files e-filing code revision & adaptations (Q1/2007) Actions

11. 11 Support & Customer Care Filing Support: Information Center – (+34) 965 13 91 00 Technical Support: Help Desk – e-business hotline - (+34) 965 13 94 00 Conflict handling: Customer Care Unit – customercareunit@oami.europa.eu customercareunit@oami.europa.eu Exceptional procedure in case of systems problems Training

12. 12 Thank you!