DAVAO CITY—The newly-named province in the region, known formerly as Compostela Valley, was able to maintain its international standard quality after the first surveillance audit conducted by representatives of a Geneva, Switzerland-based certification body.
A recently-concluded audit report by certification body auditors of the International Organization for Standardization (ISO) revealed that the provincial government of Davao de Oro maintained its certificate for international standardization, having passed the first Surveillance Audit of the ISO 9001:2015 Certification.
Evaluators from TÜV SÜD PSB Philippines Inc. conducted the audit report, the result of which “indicates that the institution continues its efforts not just to continually improve the efficiency of its systems and processes but also consistently provide the high-quality service delivery that the constituents deserve.”
The provincial information office said the LGU’s enterprise feedback management system, or EFMS, played a vital role in the quality management system (QMS). The EFMS, it said, “is a management tool for customer satisfaction and continual improvement.”
The system was formulated by the Provincial Information and Communications Technology Office (Picto) and was commended by the ISO evaluators “for its timely consolidation of external and internal feedback into a single, time-saving platform, increasing access to and simplifying the use of valuable client data across the entire institution.”
“[The] EFMS enables authoring of survey forms. Response collection is via paper forms, which are encoded to the system, or URL link or QR-code link, which are scanned by the raters,” the information office said.
Picto head Joyzel R. Odi said department heads or administration officers would be notified via email for every “below-satisfactory” feedback. Odi added they manage responses by viewing complaints and indicating actions; which are emailed to the rater.
She said the implementation status of the indicated actions would be validated by the Internal Audit Office. The system provides data analytics through tabulations, charts and trends. It also identifies issues and sentiments.
Quality-service delivery, accountability and proficiency in managing people’s resources is among the top priority and goal of the provincial government of Davao de Oro.
Lara Zaphire Kristy N. Bermejo, head of the Provincial Human Resource Management and Development Office (PHRMDO), appreciated department heads and “process owners” for their “unwavering support in realizing the goals of the QMS for the institution despite the challenges brought by the pandemic.”
The success of the ISO audit was another milestone under the administration, which is one of the pillars of good governance in the province, said Bermejo. She emphasized that “achieving and maintaining the ISO certification yields many benefits, such as satisfied clients, management and employees.”