Suggestions for new or enhanced services

Forms

Suggestions made by customers regarding forms. The customer comment is in the first column. Read across the row to find our response.
You said	Our response
Please provide an e-form for TM3 for MACS.	This will be corrected with the new e-TM3 to be launched in April
Would like the PDF forms to have text boxes (as EPO).	We do not offer editable pdfs however all patent, trade mark and design forms (with the exception of the TM7) are available in an editable Word format.
Make it easier to create forms without acrobat reader. Make available editable PDF forms or microsoft words forms.	All patent, trade mark and design forms (with the exception of the TM7) are available online in editable word format.
A couple of your forms do not easily allow you to fill them in on screen and print them. Making the forms easier to do this would improve the process especially when you have multiple applications.	The Word forms have now been unlocked to allow customers to fill in the fields more easily. This should address the problem.
PDF versions of forms editable.	Patents, trade marks and designs use editable Word versions of all their forms to combat this problem. However, a Word version of theTM7 is still being developed.
TM forms should have the ability to re-call information from the ADP number or previous application.	The new e-TM3 which will be launched in April 2008, comes complete with this facility.
Electronic oppositions.	Work on the e-TM7 is ongoing to enable online filing of oppositions. In the meantime, an editable Word form is being developed.
E-renewal form	An e-renewal form is something that we clearly wish to do, however, work on other Office priorities means this is unlikely in 2008.
FS2 in Word versions	We have asked for this to be added as soon as practicable.

Communications

Suggestions made by customers regarding communications. The customer comment is in the first column. Read across the row to find our response.
You said	Our response
An 'opt in' service for each application to receive correspondence either by e-mail or post.	This will be reviewed in our business plan
Interactive chat using instant messaging type tools.	This will be reviewed in our business plan
An online way of complaining about TM's that have been accepted.	This will be reviewed in our business plan
Email for contact and routine communication.	This will be reviewed in our business plan

Searching

Suggestions made by customers regarding searching. The customer comment is in the first column. Read across the row to find our response.
You said	Our response
Search documents available online.	An electronic service is available to obtain uncertified copies of Patent Documents. Trade Marks on-line file inspection is to be reviewed in the business plan.
An option to find search-reports online - to meet the same service standards as WIPO.	An electronic service is available to obtain uncertified copies of Patent Documents. Trade Marks on-line file inspection is to be reviewed in the business plan.
Speeding up electronic search results.	More information is required before a response can be provided.
Searching for Patents and Trade Marks.	This service is already available on our website. More information is required before a response can be provided.
ESPACENET - needs improving, can't always find things	Guidance on searching Espacenet is available on their website. More information is required before we can provide a response please e-mail dipssupport@ipo.gov.uk.

Contact

Suggestions made by customers regarding contact. The customer comment is in the first column. Read across the row to find our response.
You said	Our response
Contact people late at night to see if documents have been received or an e mail response telling them.	The fax back service is available until 21:00 UK time or our e-filing services will notify people automatically.
The fax department was open later for contact. Opening hours of 8 - 6 or 8 - 7. 9 - 6 working Working hours 8 - 6 or 8 - 8 would be helpful. Core element of staff until 17:30.	The fax machine is manned until 21:00 UK time during the week. A project to liberalise the Office's hours of business for filing new documents has been ongoing for some time. We hope to launch a public consultation on this matter in the Summer.
Patent Applications accepted after 12 on a Saturday	We have been looking at our Saturday morning filing regime with a view to providing greater flexibility and hope to launch a public consultation on this matter in the Summer (2008).

Extra advice

Suggestions made by customers regarding extra advice. The customer comment is in the first column. Read across the row to find our response.
You said	Our response
Would be good if you ran workshops (as Companies House do) explaining the process.	The Office runs Intellectual Property Awareness sessions on a regular basis. These are aimed at SMEs and cover the basics of IP and the role IP has in business. These are delivered in partnership with CIPA, ITMA and local Business Links. They are run on a monthly basis and take place throughout the UK. Further information on these events can be found on our website.
Surgeries for Face to face engagement. Local service, drop in advice other than patent advice centre - much easier to discuss face to face.	The Office's IP Awareness events provide an opportunity for the delegates to receive a free one to one session with an attorney of the choice (depending on subject). In addition to this ITMA and CIPA run regular clinics at the UK-IPO's London office, clinics are also run by the Patlib network.
Training courses.	The Office's Business Outreach & Education Section attends a number of events throughout the UK where they deliver seminars relating to IP. In addition to this more in depth workshops are also available. Information regarding events that the UK-IPO are attending are available on our website or you can e-mail events@ipo.gov.uk.
Providing expertise in the very early stages of development when there is no chosen design or even concept.	The Office runs Intellectual Property Awareness sessions on a regular basis. These are aimed at SMEs and cover the basics of IP and the role IP has in business. These are delivered in partnership with CIPA, ITMA and local Business Links. They are run on a monthly basis and take place throughout the UK. Further information on these events can be on our website.
As a teacher (undergrads, masters, PhDs) in the field of recognising invention, managing invention and basic IP skills, I would like to see materials tailored for educational purposes. The materials you do produce are already of an exceptionally high and valuable standard	The Office has a number of products already tailored for the educational sector, e.g. Cracking Ideas and Think Kit. Further information is available in our education area. The Office also works with a number of educational partners to raise awareness of IP, for example, Young Enterprise, Education Enterprise Trust and NCGE (in the HE/FE sector). Work is ongoing to further develop these resources and partnership.In addition to the above the Office is currently re-writing its education pages on the website, any feedback regarding the content of these pages would be appreciated.
TM7 services have been dumb downed for the private applicant - maybe there should be different forms for attorneys.	The wording and layout of the TM7 is currently under review.
Unhappy about the cost of the fast-track service and that the service is being offered, especially since the service IPO offers is already fantastic and far superior to that of others	When Trade Marks decided to implement a fast track service, we held a formal consultation whereby anyone could respond. The feedback received showed that a balancing act was necessary to ensure that the fee should not be too high (so that smaller businesses could access the service if needed) or too low (so as to stop larger businesses from using the service as a matter of course). The majority of respondents felt that the proposed fee (£300) was about right.