EUS_Attachments_Eight_(8)_Nine_(9)__Ten_(10)_-_Electronic_Business_Center_-_Supported_System_Description.pdf
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- Attached to
- Information Technology End User Support Services Federal contract opportunity
- Solicitation number
- DOC52PAPT1500005
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Electronic Business Center - Supported System Description EBC Administrative Descriptions Quality Scoreboard
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Attachment 08: EBC Supported System Descriptions
System
System Name Brief Description of System Support Provided by Contractor
Average Contact (Call and
Email) Volume per
Month
1 EFS-Web
EFS-Web is the United States Patent and Trademark Office’s (USPTO’s) system for electronic filing of patent correspondence. EFS-Web is accessible via the Internet on the USPTO Web site. The system utilizes standard Web-based screens and prompts to enable users to submit patent documents directly to the USPTO. EFS-Web Registered, Unregistered, and Contingency all can be used to submit patent applications to the USPTO.
Provide guidance on how to submit electronically using EFS-Web.
2 PAIR
Private PAIR provides secure real-time access to pending application status and history using digital certificates.
Public PAIR provides customers a safe, simple, and secure way to retrieve and download information regarding published or issued patents
Provide guidance on how to view and download patent application information.
3 PatFT/AppFT
The database consists of the full text of US published applications (including new utility and plant). The full text of a published application includes all bibliographic data, such as the inventor's name, the published application's title, and the assignee's name, as well as the abstract, the full description of the invention, and the claims. All of the words (text) in the publication are searchable
Provide Tier 1 guidance on how to perform searches using the PatFT/ AppFT system.
Escalate to Tier 2 using PASM.
System
System Name Brief Description of System Support Provided by Contractor
Average Contact (Call and
Email) Volume per
Month
4 Rightfax
Centralized fax receiving point, where customers can transmit application specific communications with the USPTO.
Verify receipt of fax by performing queries in the Rightfax database.
Escalate to Tier 2 helpdesk when necessary.
5 PatentIn Application allows customers to generate sequence listings for patent filings.
Provide Tier 1 guidance on how to generate sequence listings for customers who use PatentIn.
6 Checker Application is used to validate sequence listings.
Provide Tier 1 guidance for customers who use the checker system to validate sequence listings.
7 PDX
Electronic transmission of priority documents to and from participating foreign offices without payment of a fee.
Provide Tier 1 guidance on how to transmit priority documents.
Escalate problem issues to Tier 2 group via email communication.
Digital Certificate Management
(DCM)
Provides customers with the ability to create and recover their digital certificate, change your password, setup self-recovery codes and update their registered email address.
Provide Tier 1 guidance on how to navigate the DCM page.
Escalate problem issues to Tier 2 group when necessary.
Attachment 9: EBC Administrative Process Descriptions
Process
Process Name
Brief Description of Process
Support Provided by Contractor
Service Level Expected
Average Volume
Processed Monthly
1 Customer Number
(previously referred to as "payer number") - a number assigned by the Office that is used to simplify the submission of an address change, to appoint a practitioner, or to designate the fee address for a patent.
Customer numbers are primarily used by attorneys and law firms, and must be requested using the "Request for Customer Number" form (PTO/SB/ 125).
See 37 CFR § 1.33(a),
1.76 and MPEP 403 for more information.
Address, telephone number, and email address information from the Customer Number Request Form is entered into the PALM Pre-exam application.
Registration number associations are also recorded. Notification of the customer number assignment is emailed/ mailed to the customer. A quality control process is required for accuracy.
Processing time: 4-5 business days turnaround time to issue notification of number assignment to customer
Customer Number Data Change
Data Change Form is used to update address, telephone number, fax number and email address.
The request can also be used to add/delete Registered Attorneys from the Customer Number.
Customer number data is updated by using PALM Pre-exam application. Peer and Management Review must be completed before Notification is provided to the Customer.
Processed within 2-3 business days http://www.uspto.gov/main/glossary/index.html%23fee http://www.uspto.gov/main/glossary/index.html%23patent http://www.uspto.gov/main/glossary/index.html%23attorney http://www.uspto.gov/web/forms/index.html http://www.uspto.gov/web/forms/index.html http://www.uspto.gov/web/forms/index.html http://www.uspto.gov/main/glossary/index.html%23cfr http://www.uspto.gov/web/offices/pac/mpep/documents/0400_403.htm%23sect403
Process
Process Name
Brief Description of Process
Support Provided by Contractor
Service Level Expected
Average Volume
Processed Monthly
Customer Number Upload Spreadsheet
A bulk process to associate applications and patents to a customer number for Correspondence Address or Fee Address purposes.
Verifies that the request is valid by reviewing the signed cover letter.
PALM Pre-exam is used to associate applications/ patents to a customer number and is used to validate power of attorney. A courtesy email is sent if the request is rejected.
Processed within 2-3 business days
Request to Update a PCT Applications with a Customer Number
The request is used to associate a PCT application with a customer number for Private PAIR access.
POWER is used to associate the PCT with the customer number after Power of Attorney has been verified.
Processing time: 2-3 business days
5 PKI
Certificate
The Certificate Action Form is used to provide an attorney or an independent inventor access to both Private PAIR and EFS-Web with the use of a digital certificate.
Types of requests include new, recover, and revocation.
Perform checks in all incoming PKI certificates for completeness i.e., notarization, email etc. Notify the customer via phone or e-mail if a problem is identified.
Processing time New:
5-7 business days
Processing time Recovery: 3- 5 business days
6 Bibliographic Data Change
Bibliographic Data Changes submitted through Private PAIR under the Publication Review tab are used for correcting USPTO typographical errors.
PAIR User Manager (PURM) is used to obtain the requests.
Requests are reviewed for compliancy and sent to OPAP for processing
Processing time: 2-3 business days
Attachment 10: Quality Scorecard
ANALYST NAME: ____________________________
LOCATION: ________
DATE: __________ TIME: __________
CALLER NAME:_______________________________
OBSERVER: _________________________________
CALL TYPE/REASON:
METHOD:
Side-by-Side ____ Remote ____
M N/A NM NOTES
O
PE
N
IN
G
1. Proper greeting/Opening
2. Demonstrate willingness to assist
3. Verify caller identity
C O
N
TA
C T
SK
IL
LS
4. Fact find, probe, and acknowledge caller response
5. Answer all asked and implied questions
6. Resolve member inquiry/assign ticket as needed
7. Correct information given to caller
8. Complete information given to caller
9. Use appropriate resources/tools to provide information and set expectations
10. Maintain call control
U
ST
O
M
ER
SE
R V
IC
E
11. Demonstrate active listening skills; repeat information back for verification
12. Relating skills-tone, manner, style
13. Display empathy/understanding of caller’s situation
14. Articulation skills-professional grammar
15. Proper hold/transfer procedure
LO
SI
N
G
16. Recap details/communicate follow-up action(s)
17. Correct system activity/paperwork
18. Offer additional assistance/Thank caller/Survey Reminder
You did a great job with the following:
1. ____________________________________________________________________________________
2. _____________________________________________________________________________________
3. _____________________________________________________________________________________
Areas for improvement:
Behavior: ___________________________________________________________________
Suggestions:
Behavior: ___________________________________________________________________
Suggestions:
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