For private firms and even government offices, the International Organization for Standardization's ISO:9001 certification has become the standard for quality management and service.
Therefore, it’s a big deal for the city government of San Pedro, Laguna under Mayor Art Mercado that the local government unit (LGU) recently received its ISO 9001:2015 certification – an important step forward in Mercado’s vision of San Pedro becoming “Una sa Laguna.”
Mercado himself personally received the ISO 9001:2015 certification from officials of A Cube TIC, one of the world's leading accreditation bodies, during an event at the Vivere Hotel in Muntinlupa City last July 24.
"Asahan po ninyo na patuloy naming isusulong ang kahusayan at pagiging epektibo sa aming mga serbisyo. Ang sertipikasyong ito ay isang hakbang lamang patungo sa ating inaasam na manguna sa Laguna," Mercado said in a Facebook post.
No small effort
Given that the ISO 9001:2015 is one of the most prestigious – and stringent – certifications offered by international accreditation firms, it’s no small effort for the city government to qualify for this certification, city officials told OpinYon Laguna.
“ISO develops and publishes international global standards so it can be standards in developing a certain product, or pwede siyang management process which is what we have here. Since we are service-oriented, as a local government unit, the ISO certification means that we have processes that we follow to provide effective and efficient services,” Yvonne Geolingo, officer-in-charge of the San Pedro City Planning and Development Coordinator’s Office, said in an interview.
When Mayor Art Mercado took office in 2022 on a platform of transparency and efficient public service, one of his top priorities was the accreditation of the San Pedro City government with the ISO, she added.
Then followed an entire year of preparation for the ISO certification, which included seminars, training, and internal audits to ensure that all 31 of the local departments of the city government will comply with the stringent standards, Geolingo added.
“We even had a local San Pedrense consultancy firm called Macrovision Consultancy to assist us with the accreditation. And since ang kinukuha nating certification is ISO 9001:2015, which is the current standard, it’s really more than simple documentations – we had training on ISO awareness, SWOT analysis, cost analysis, risk assessment, as well as quality objectives,” she explained.
Benefits for San Pedrenses
The inevitable question ordinary San Pedrenses would ask is: How will the ISO 9001:2015 certification impact the city government’s quality of service?
Simple, Geolingo pointed out: more than simply being a “badge of honor,” the ISO certification sets the standards on how local departments should act on various situations.
“For instance, kapag may nag-request for financial assistance sa City Social Welfare and Development Office (CSWDO), they have to reply to that request within three days’ time or less. Then that has to be documented, pati yung reply, and then from the department level, ie-endorse na iyan sa Office of the Mayor for approval. Then once it’s approved it will go to the accounting office, budget office, treasury, until the check the financial assistance reaches the client,” she elaborated.
The same standards apply, too, to the complaints and suggestions received by the city government through its Ugnayan sa San Pedro (USAP) program as well as the drop boxes provided by the city government for its departments.
“Ang PAIO [Public Affairs and Information Office] ang in charge po diyan. Yun pong mga customer satisfaction feedback, part din po iyan ng standards na naka-set under the ISO Certification. At the end of the month, we gather yung mga feedback na natatanggap natin, we report that to Mayor Mercado and the City Administrator’s Office,” Geolingo explained.
Mayor’s support
The City Planning and Development Office head also underscored the support given by Mercado to the city’s push for ISO certification – which, after all, is also anchored in his dream of San Pedro City becoming “Una sa Laguna” in terms of efficient and effective public service.
“Alam naman natin na si Mayor Art ay data-driven, evidence-based ang ating mga hakbangin. Saka sa type of governance style niya, gusto niya talaga na nasusunod natin ang mga procedure, ang mga process, upang hindi tayo maligaw sa pangarap ng ating lungsod,” Geolingo said.
Not only that, the ISO 9001:2015 certification also serves as motivation for all city employees to go above and beyond in providing basic services for San Pedrenses.
“All these accomplishments, Mayor Mercado owes it to all the departments. He always gives credits to all the department heads, which is totoo naman – kung di nagko-cooperate lahat, he cannot do it alone, so we are all so motivated with his leadership talaga,” she added.
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