Intellectual Property Office of NZ - Doing it Online

Details

Business Transformation

The situation

The Intellectual Property Office of New Zealand (“IPONZ”) is responsible for administering New Zealand intellectual property rights, including patents, designs and trade marks.  IPONZ identified that an online service delivery model would greatly assist the business in meeting its current objectives and prepare it for future challenges.  Encompass Consulting was chosen to assist with the business and technological changes required to meet future service delivery demands in the face of upcoming legislative and market developments.

Our approach

The first step was to consult with staff of all levels to document the existing business processes and identify potential quick wins which would lead to immediate productivity gains and increase staff satisfaction. Following this, more fundamental organisational changes were implemented in order to support the revised service delivery model. 

Through direct engagement with operational staff we were able to instil a sense of ownership and cement wider stakeholder support for specific initiatives. Driving change in this way left the business and Encompass Consulting comfortable in the knowledge that momentum would remain after project closure and the departure of external resources.

The result

The Office has largely shifted to an online service delivery model. The majority of applications are now filed online, which has a move which has been well received by stakeholders. Digitisation of records and reduction in the need for paper processing has led to process efficiencies and cost savings. In part due to the service model changes, IPONZ was awarded the “Vero Excellence in Business Support for Government Departments” in 2009 and the Grafton 2012 Driving Transformational Change Award.

Business process improvements and organisational re-structuring have increased staff ownership of caseloads leading to enhanced productivity across all levels of the business. Customers have reported increased satisfaction in their interactions with the Office. Managers are able to flexibly adjust staff caseloads and can do so with a clear picture of upcoming demands.

Thorough documentation of business processes has created a solid foundation for future business development. IPONZ also gained ISO certification for a number of its business processes.