ISO 9001 as a tool for transforming public services: A new vision of management

Abstract

This article shows how ISO 9001, the international quality management standard, can change utilities. Based on the ISO 9000 family of quality management standards, which provide a framework for the development, implementation and continual improvement of a quality management system (QMS), it shows that the use of ISO 9001 in the public sector brings significant benefits, such as increased efficiency in the government sector, greater transparency and citizen confidence.

 A questionnaire was distributed to various public administrations to determine the degree of progress made in Moroccan public services in the field of quality management. The results suggest that these standards are perceived as a strategic tool for the modernization of these services, representing citizen-centric management focused on continuous improvement. However, challenges remain, particularly with regard to resistance to change and the importance of involving all levels of management.

ISO 9001 is therefore presented as a powerful approach, which can improve the quality of public services, administrative awareness, user satisfaction and, consequently, reinforce citizens' confidence in their institutions.