1 e-filing performance alicante, 9 march 2007. 2 performance indicators availability - service hours...
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1
e-Filing Performancee-Filing Performance
Alicante, 9 March 2007
2
Performance indicators
• Availability - Service hours - Down time
• Response time – time to file
• Stability – blockages, errors
• Functionality - ease of use, - help files, - adequate tools
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Performance indicators: availability
MOST RELEVANT WEB SERVICES 2006
NameYearly Average
(%)Monthly MIN
(%) % of days
with 100% availability
CTM Efiling 99.38 97.4 95.62
My Page 99.48 97.4 95.89
RCD Online 99.48 98.19 92.33
CTM ERenewal 99.7 98.66 97.26
CTM Eopposition 99.7 98.66 97.26
RCD Efiling 99.65 99 95.89
Account Online 99.8 99.02 97.26
CTM Agents 99.75 99.08 95.07
CTM Euronice 99.82 99.08 96.44
RCD Eurolocarno 99.82 99.08 96.44
Website - oami.europa.eu 99.82 99.08 96.71
CTM EuroACE 99.78 99.16 97.26
CTM Online 99.8 99.27 98.08
Search Reports Online 99.91 99.36 99.18
Bulletins 99.98 99.73 99.73
CTM Download - IDI 99.98 99.73 99.73
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.
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Incidents
• Statistics
Period JAN/FEB
2007
# calls / application
(Information desk) 4.2%
# incidents / application
(Help desk)
- CTMs
- RCDs
2.8%
3.3%
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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
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Shadow user system
Outcomes
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07
France
Germany
Italy
Spain
United Kingdom
EF start month only (All) EF_Failure N ITD Scenario Decription CTM
Average of Minutes elapse from EF start to EF End in number format
EF start date only
Countries::CountryName
CTM: time to file (daily averages)
18’
7
Shadow user system
RCD: time to file (daily averages)
0
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07
France
Germany
Italy
Spain
United Kingdom
EF start month only (All) EF_Failure N ITD Scenario Decription RCD
Average of Minutes elapse from EF start to EF End in number format
EF start date only
Countries::CountryName
13’
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Shadow user systemAverage line speed (customer OHIM)
0
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France
Germany
Italy
Spain
United Kingdom
EF_Failure (All)
Average of LineSpeeds::OAMI_U_Speed
EF start date only
Countries::CountryName
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Shadow user systemInstabilities/blockages per country
0
10
20
30
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90
F D E I UK
CTM
RCD
CTM: 10%RCD: 20%
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Shadow User system
• Continued monitoring: shadow users, log files
• e-filing code revision & adaptations (Q1/2007)
Actions
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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 – [email protected]
• Exceptional procedure in case of systems problems
• Training
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Thank you!