Excellence in Public Service: A Path Towards the Common Good Based on ISO/DIS 11367

by Oliviero Casale

Excellence in Public Service: A Path Towards the Common Good Based on ISO/DIS 11367

The ISO/DIS 11367 standard addresses service excellence and key principles for public service organizations. This document defines the terminology, principles, and model of service excellence to enable public service organizations to provide exceptional experiences to their key stakeholders, such as the society (citizens) they serve and other partner organizations they interact with.

The standard emphasizes fundamental principles such as co-creation, transparency, integrity, and conflict management. These principles are essential for ensuring high-quality public services that not only meet but exceed citizens' expectations. Understanding the needs, expectations, and desires of citizens and society is crucial for delivering services that create value and satisfaction.

Fundamental Principles for the Common Good

Co-Creation and Active Listening

Public service organizations must adopt active listening practices, collecting and analyzing feedback to continuously improve the services offered. Co-creation involves the active involvement of stakeholders in the design and delivery of services, ensuring that the solutions developed truly meet the community's needs.

Transparency and Integrity

Transparency in management and communication is crucial for maintaining citizens' trust. Organizations must operate openly and responsibly, making their decisions and actions clear. Integrity, understood as adherence to ethical and just principles, is fundamental to ensuring that organizations' actions are always oriented towards the common good.

Conflict Management

Effective and transparent conflict management is essential for resolving divergences between different interest groups. Organizations must develop mechanisms to manage complaints and resolve disputes fairly, ensuring that decisions are made with the collective good in mind.

Public Service Excellence Model

The excellence model described in ISO/DIS 11367 is based on four dimensions and nine elements, all aimed at creating exceptional experiences for citizens. This model includes:

1. Leadership and Strategy
2. Excellence Culture and Employee Engagement
3. Creating Exceptional Citizen Experiences
4. Operational Excellence Management

Towards the Common Good

The concept of the common good clearly emerges from the analysis of ISO/DIS 11367. Public service organizations are established to meet the essential needs of society, contributing to the well-being, development, and progress of communities, clients, and citizens. Excellence in public service goes beyond providing basic services; it extends to exceeding expectations, addressing challenges such as demographic changes, climate crises, and technological innovation.

Organizations must focus both on maintaining fundamental promises and exceeding citizens' expectations through service excellence. This approach not only strengthens citizens' trust in institutions but also promotes an environment of social cohesion and collective progress.

In conclusion, pursuing excellence in public service, as outlined in ISO/DIS 11367, is an essential path to achieving the common good, ensuring that public organizations always operate in the service of citizens and society.

Source: ISO/DIS 11367:2024(en) ? ISO 2024