MUSCAT: The Social Protection Fund (SPF) obtained the international certifications of ISO 9001:2015 for Quality Management Systems, ISO 10002:2018 for Complaints Management, and ISO 18295:2017 for Contact Centre Management.
This achievement is the culmination of the SPF’s efforts to implement an integrated management system based on global best practices. This system enhances service quality, improves operational efficiency, develops customer experience, and fosters a culture of quality and continuous improvement, aligning with the fund’s commitment to achieving institutional excellence.
The SPF received international certification after completing all phases of the integrated management systems project. The phases included a current situation assessment, gap analysis, development of an implementation plan, documentation of procedures, staff training, implementation of training programmes, internal audits, and an external audit that confirmed the SPF’s systems meet the requirements of the approved international standards.
This achievement contributes to numerous institutional gains, most notably improved service quality, enhanced performance efficiency, improved decision-making mechanisms, clarified responsibilities and authorities, and a solidified methodology for continuous improvement. It also strengthens customer and beneficiary trust by providing services based on internationally recognized standards.
The SPF said that obtaining international certification represents a significant milestone in its institutional development journey and marks the beginning of a new phase focused on maintaining and continuously developing the integrated management system, conducting periodic reviews, and measuring performance.
This ensures sustained compliance with international standards and fosters a culture of excellence and quality. The achievement also embodies the Social Protection Fund’s commitment to adopting the best global management practices, establishing an institutional approach that puts the customer at the centre of its attention, and works to provide high-quality services efficiently and effectively, in support of achieving its vision and mission of providing sustainable and distinguished services to beneficiaries.
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