ISO DIS 18091

Description / Abstract: The objective of this International Standard is to provide local governments with guidelines for consistently providing products and services to their customers/citizens, according to their relevant needs and expectations. Assuring conformance to the applicable statutory and regulatory requirements and relevant compliance commitments.

This can be achieved in a responsible (3.8) and accountable (3.9) manner, through the application of ISO 9001 on a comprehensive basis. These guidelines do not, however, add, change or modify the requirements of ISO 9001.

It is important that all the local government’s processes at all levels (i.e. strategical, tactical-managerial and operational) constitute a comprehensive quality management system, and that the focus on the use and further development of the quality management system is on achieving its objectives (see clause 6.2). The comprehensive character of this system is essential to ensure that all the areas of the local government have a specified level of reliability (i.e. effectiveness of the processes).

In determining the quality management system processes, it is important that the local government considers the processes necessary to provide reliable products and services to its customers/citizens (see Annex B).

The processes involved are managerial, operational and supporting processes, and they include management processes, product and service delivery processes and any other processes needed for the effective operation of the quality management system.

Annex A provides the diagnostic methodology for local governments to evaluate the scope and maturity of their processes and products and services. Using Annex A for comprehensive diagnostics is a good starting point for users of this International Standard.