TM10 project goals and success criteria

The TM10 project aims to improve the operation of the trade marks registry by making use of the OHIM Euromarc++ system to provide electronic case working and by further optimization of the registry services and flow processes.

Project goals and objectives	Success criteria
The project goals and objectives are listed in the first column. Read across a row to find the relevant success criteria.
Improve the customer experience by making the expansion of the Registry’s current e-business offerings more affordable and effective;	Streamlined business processes which take full advantage of e-working will be in place which meet customer needs. All the well used trade mark forms will have e-versions so as to encourage e-business. These will be regarded as easy to use to customers;
Provide the Trade Mark Registry with a new core IT system to replace the complex range of IT systems developed on different technologies over the last 20 years	The system will be delivered within the agreed budget and timescale and meet the requirements agreed during the scoping phase; it will be fit for purpose, robust, and all prioritised faults will have been fixed;
Permitting the Trade Mark Registry to move to modern methods of working, particularly by introducing electronic case files to replace the paper case files which are at the heart of the current work flows;	The transition from old to new ways of working will be effectively managed within the business; staff will have clear roles and responsibilities and will have received training and support to undertake their jobs; there will have been no unacceptable disruption to customer service;
Improve efficiency and reduce staff costs by cutting out the effort currently required to send, receive, link, store and retrieve paper documents;	The benefits identified in the full Business Case will be realised within the set timescales;
Reduce IT maintenance and development costs by simplifying the IT architecture and the different skill sets required to support it;	The benefits identified in the full Business Case will be realised;
Increase the Trade Mark Registry’s responsiveness by reducing the time required to make business and IT changes;	The time, complexity and risk of making IT changes is reduced (comparing changes on old IT with new);
Improve quality by providing the means to introduce greater consistency of case processing and better management information.	Customers are satisfied by the quality of our service as measured by our customer satisfaction surveys; a working QMS system which is understood and operated by all staff will be in place.