IX.1 Effective, efficient, quality and customer-oriented support services both to internal clients and to external stakeholders
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Provision of financial and management reports and analysis required by senior management, Program Managers and Member States in accordance with agreed deadlines
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Program 22
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Resolution of internal/external queries received in accordance with established timeframes
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Program 22
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% of staff satisfied with human resource services
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Program 23
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Timely, accurate, and efficient human resources operations services
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Program 23
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Completion of New Conference Hall Project in accordance with quality requirements, on time and within budgetary limits
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Program 29
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Use of conference hall as preferred location for meetings and events by Member States
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Program 29
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Cost savings for goods and services procured by WIPO (derived from RFPs or direct negotiations)
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Program 24
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% of internal clients satisfied with procurement services
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Program 24
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Processing time of travel related requests (eTA, ER, Visas)
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Program 24
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Average ticket cost (TMC and UNDP tickets)
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Program 24
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All types of space on the WIPO campus (workplaces, storage and archiving) are effectively managed
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Program 24
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Buildings in the WIPO campus are renovated/modernized/
transformed to remain fit for purpose
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Program 24
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All types of critical technical installations comply with applicable technical standards
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Program 24
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ICT Systems are cost-effectively hosted and managed in line with business demands
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Program 25
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No. of SLAs for hosted systems and services that are compliant with ICT SLA framework
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Program 25
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ICT Service Continuity of critical systems
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Program 25
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% end-users and business sectors who are satisfied with ICT services
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Program 25
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Comprehensive and integrated communication technologies are easily accessible to staff
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Program 25
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% of internal and external participants satisfied with WIPO Conference Services
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Program 27
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Effective implementation of WIPO Language Policy
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Program 27
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Cost per word of translation
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Program 27
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Quality of translation
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Program 27
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Reduction in printing costs (per page)
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Program 27
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Timely publication of documents for committees and working groups
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Program 27
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IX.2 A smooth functioning Secretariat with a well managed and appropriately skilled workforce which is effectively delivering results
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% of queries for legal advice and services which receive prompt, independent and reliable responses from the Office of the Legal Counsel
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Program 21
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Satisfactory financial report from the External Auditors confirms the conformity of financial operations to the provisions of the applicable WIPO conventions and treaties, the WIPO Financial Regulations and Rules and IPSAS
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Program 22
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Return on invested funds in line with benchmarks established by the Investment Advisory Committee
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Program 22
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Payments (including Madrid and Hague fees) made on time
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Program 22
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% of staff trained expressing satisfaction with training (induction courses, ERP related training, RBM related training)
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Program 22
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% of (WIPO) respondents who perceive that WIPO is accountable for its results
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Program 22
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% of WIPO Programs using performance data for managing Program performance
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Program 22
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Recruitment lead time
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Program 23
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% of organizational units with existing workforce plans linked to annual workplans
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Program 23
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% of newly recruited staff that fits organizational needs
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Program 23
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% of staff whose performance is evaluated against their individual objectives and competencies
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Program 23
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% of critical individual and collective training needs that have been fulfilled
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Program 23
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Average no. of sick leave days per employee (absenteeism)
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Program 23
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% of women in professional and higher positions
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Program 23
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Geographical diversity -
% of Member States represented
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Program 23
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IX.3 An enabling working environment supported by an effective regulatory framework and appropriate channels to address staff concerns
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% of WIPO staff aware of services available from Ombuds-Office and informal conflict resolution mechanism
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Program 21
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% of survey respondents being aware of WIPO ethics principles and policies
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Program 21
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Financial Regulations and Rules and relevant Office Instructions up to date
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Program 22
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IX.4 An environmentally and socially responsible Organization in which WIPO staff, delegates, visitors and information and physical assets are safe and secure
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Improved physical access to the WIPO campus
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Program 24
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Reduced impact of WIPO buildings on the environment
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Program 24
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WIPO premises comply with recommendations in 2009 audit by Institute of Safety and Security (Neuchatel) and UN H-MOSS peripheral security measures
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Program 24
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Information security is reinforced to protect against increasing attacks on the Internet
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Program 25
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Status of ISO 27001 Certification and Information Risk management processes
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Program 25
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Effectiveness of Information Security controls (internal and external facing)
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Program 25
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% of WIPO staff, delegates & visitors reporting a work related injury or incident
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Program 28
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% of timely requests for safety & security assistance at conferences or events held in or outside of Geneva
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Program 28
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Monitoring of physical accessibility measures ensuring that the new conference hall and related facilities are in full compliance with the applicable standards during construction
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Program 29
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Monitoring of environmentally sound measures and energy consumption reduction measures implemented during construction
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Program 29
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Completion of UN H-MOSS peripheral security measures for the new conference hall
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Program 29
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IX.8 Improved accountability, organizational learning, value for money, stewardship, internal control and corporate governance through assistance from effective and independent oversight
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No. interference and perceived independence by key stakeholders
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Program 26
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EFFECTIVENESS % of work of IAOD which covers high risk/high relevance areas
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Program 26
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EFFICIENCY: (a) Timely and qualitative completion of oversight reports; (b) Number of audits & evaluations completed as per oversight workplan; (c) Number of complaints/reports of possible misconduct handled
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Program 26
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RELEVANCE, ADDED VALUE & STEWARDSHIP Tangible cost savings or improvements made in business processes and systems
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Program 26
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ORGANIZATIONAL LEARNING Uptake of Lessons and Recommendations from Oversight Processes
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Program 26
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