IS 15700 : 2018 Quality Management Systems - Requirements for Service Quality by Public Service Organizations

Reaffirmed 2022

1 SCOPE

1.1 This standard specifies requirements for a quality management system where a public service organization

a) needs to demonstrate its ability to consistently provide effective and efficient service that meets customer and applicable legal, statutory and regulatory requirements;

b) aims to enhance customer satisfaction; and

c) aims to continually improve its service and service delivery process.

1.2 The requirements for complaints handling process covered in this standard do not apply for employment related disputes and/or disputes referred for resolution outside an organization.

2 REFERENCES

The following standards contain provision, which through reference in this text constitutes provision of this standard. At the time of publication, the editions indicated were valid. All standards are subject to revision and parties to agreements based on this standard are encouraged to investigate the possibility of applying the most recent edition of the standard indicated below:

15800 : 2007 Quality management systems - Guidelines for service quality by public service organizations

IS/ISO 9000 : 2005 Quality management systems — 2005 Fundamentals and vocabulary (third revision)

IS/ISO 10002 : Quality management — Customer 2004 satisfaction — Guidelines for complaints handling in organizations