ISO 18091:2019 – Quality Management Systems – Guidelines for the Application of ISO 9001 in Local Government

Key Definitions

• Quality Management System (QMS): A structured approach to managing and improving the quality of services and processes within an organization, ensuring consistency and continuous improvement.
• ISO 9001: An internationally recognized standard for quality management that provides a framework for improving customer satisfaction, increasing efficiency, and reducing operational risks.
• Local Government: A system of administration and governance at the municipal, city, or county level, responsible for delivering a wide range of public services to the community.
• Customer Satisfaction: The measure of how services meet or exceed the expectations of the community and other stakeholders.

Clause-wise structure of ISO 18091:2019

What are the requirements of ISO 18091:2019?

ISO 18091 sets out specific requirements that local governments must follow to implement an effective quality management system. These requirements align closely with the principles of ISO 9001:2015, but are tailored for the unique needs of local government entities. Key requirements include:

• Local governments must prioritize the needs and expectations of their communities, ensuring that services are designed and delivered to meet public demands effectively.
• Strong leadership is essential for embedding quality management practices across local government departments and ensuring alignment with strategic objectives.
• The standard promotes a proactive approach to identifying and addressing potential risks that could affect the delivery of public services.
• Adequate resources must be allocated to ensure that the QMS is effectively implemented, including human resources, training, and infrastructure.
• Local governments must establish systems to monitor and measure the effectiveness of their QMS, including regular performance reviews, audits, and stakeholder feedback.
• A key requirement of ISO 18091 is the continuous improvement of services and processes, based on data-driven insights and feedback.

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ISO 18091 Certification: Audit Checklist

The audit checklist for ISO 18091 certification typically includes the following:

1. Have cloud roles and responsibilities between the provider and customer been clearly defined and documented?
2. Is virtual machine configuration securely managed and isolated in multi-tenant cloud environments?
3. Are procedures in place for the secure return, deletion, or migration of customer assets after contract termination?
4. Is administrative access by cloud service customers properly controlled and monitored by the provider?
5. Are cloud-specific security requirements addressed in the service agreement (data location, jurisdiction etc.)?
6. Is customer activity within the cloud environment logged, monitored, and reviewed for anomalies?
7. Are customers informed of any changes that may affect cloud service security controls or SLAs?
8. Are measures implemented to segregate and protect customer data in shared infrastructure setups?
9. Is there a documented process for handling cloud-specific incidents and notifying affected parties?

What are the benefits of ISO 18091:2019 Certification?

ISO 18091 certification improves the quality of local government services, promotes public trust, and supports compliance with regulations. The benefits of certification include:

• Certification helps local governments streamline their processes, improve the consistency of services, and better meet community needs.
• ISO 18091 shows that a local government is committed to quality management practices, enhancing trust with citizens and stakeholders.
• The certification helps local governments meet legal and regulatory requirements, ensuring they operate within the bounds of applicable laws.
• The standard promotes transparency and accountability, ensuring that local government operations are subject to continual evaluation and improvement.

With technology enabling better service delivery, local governments are using data and digital tools to improve transparency and enhance communication with citizens. Emphasizing public participation and satisfaction, local governments are adopting more inclusive methods of governance that place community needs at the centre of decision-making. As more local governments seek to improve service delivery and meet evolving public expectations, the demand for ISO 18091 certification is expected to rise in the upcoming years. Municipalities worldwide are increasingly focusing on improving operational efficiency and public accountability. It provides a reliable framework for addressing these challenges and fostering transparency in government operations.

Certification Process

The certification process for ISO 18091 typically includes the following steps:

1. Pre-Certification Assessment: Conducting a gap analysis to assess current processes and identify areas for improvement in the QMS.
2. Documentation Review: Reviewing existing policies, procedures, and records to ensure alignment with ISO requirements.
3. Stage 1 Audit: A preliminary audit to evaluate the organization’s readiness for certification and identify potential weaknesses.
4. Stage 2 Audit: A comprehensive on-site audit to assess the effectiveness of the QMS and ensure compliance with ISO 18091:2019.
5. Certification Decision: Certification is awarded once the organization shows full compliance with the standard.
6. Ongoing Monitoring: Regular surveillance audits to ensure continued compliance and the ongoing effectiveness of the QMS.

Timeline for ISO 18091 Certification

The timeline for ISO 18091 certification generally spans several months. The pre-assessment and preparation phase takes 1-2 months, during which the organization reviews its current security practices. The Stage 1 audit usually lasts about 1 month. The Stage 2 audit, which involves a more overreaching evaluation, takes 1-2 months. Certification issuance occurs within 3-6 months, depending on audit findings and the organization’s readiness.

What is the cost of ISO 18091:2019?

The cost of ISO 18091 certification can vary depending on factors such as the size of the organization, the complexity of its operations, and the number of locations involved.

Audit Fee is the Fee for the certification body’s audit process. Training costs are the costs for educating staff on ISO and the necessary processes for compliance. Ongoing maintenance are the costs for regular audits and recertification required every 3 years.

How Pacific Certifications Can Help?

At Pacific Certifications, we provide overreaching auditing and certification services for ISO. Our team will guide you through the entire certification process, ensuring that your local government organization meets the highest quality standards. Our services include:

• Stage 1 and Stage 2 audits to evaluate your quality management practices.
• Objective conformity assessments based on ISO 1809:2019.
• Certification issuance upon successful completion of the audit.
• Ongoing surveillance audits to ensure continued compliance.
• Support for multi-site or global operations.

Request the ISO 18091 pdf for clear local government guidance and see how Pacific Certifications can help with audit and certification.

For audits and certification, contact support@pacificcert.com.

Training and Courses

Various training courses are available to help organizations comply with ISO 18091, including:

• Lead Auditor Training – Equips professionals to conduct external third-party audits.
• Lead Implementer Training – For those responsible for planning and executing ISO 18091 implementation.
• Internal Auditor Training – Preparing internal auditors for certification audits

Pacific Certifications provides accredited training programs. If your organization is looking for ISO training, our team is equipped to help you. Contact us at support@pacificcert.com.