Why should local governments consider ISO 9001 and ISO 18091?
This article investigates the requirements and applicability of ISO and ISO 18091 to Local Government Quality Management Systems and the standards can provide a roadmap for comprehensive organisation and provide empowerment to local governments to take action and provide a high level of service delivery.
Traditionally government institutions have not been held to the same performance benchmarks as the private sector which has lead to inefficient and costly service delivery. On top of this, the nature of government means the senior leadership frequently changes – “Mobility of top management“ which is one of Deming’s seven deadly diseases of management (Deming 1982 ‘Out of the Crisis’ Chapter 3). Modern ratepayers have an expectation that the money they pay in rates is used efficiently to deliver timely and effective services.
How Quality Management Systems can help Local Governments
ISO 9001:2015 and ISO 18091:2019 provide a framework to ensure local government quality management systems address:
- Training, competency, and knowledge of personnel,
- Process formalisation and optimisation,
- Customer focus including complaints and compliments,
- Risk management including all aspects of identification, analysis, evaluation, treatment, implementation, communication, monitoring and reporting,
- Fraud and corruption control framework including policies, procedures and Quality Objectives,
- Strategic planning including goals and supporting objectives,
- Senior leadership change management, and
- Corrective action and continual improvement,
Note: due to the risks facing local government, we recommend the Quality Management System is developed in alignment with AS 8001:2008 Fraud and corruption control and ISO 31000:2018 Risk Management.
Summary
Certification to ISO 9001:2015 Quality Management Systems demonstrates local governments are committed to efficiently delivering the best possible services to their ratepayers and community, and that they have robust systems in place to provide a framework for managing changes in management, addressing risk and facilitating continual improvement.
How Streamline can help
Streamline ISO Consultants can help local governments by providing consultancy services to help design, implement and internally audit a Quality Management System to comply with ISO 9001 Quality Management Systems.
Our trained and experienced consultants have a 100% track record achieving certification for our clients and we guarantee your ISO 9001:2015 quality management system will get certified by a JAS-ANZ accredited Certification Body.
Contact Us Today
If you’d like more information, or to request a Quick Quote please use the form to the right and one of our consultants will contact you within one business day. Alternatively, you are welcome to contact us directly by emailing [email protected] or by calling:
- Brisbane 07 3667 8280
- Sydney 02 8315 7780
- Melbourne 03 9034 3990
We look forward to hearing from you and answering any questions you may have.
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