Management systems (ICS code(s): 03.100.70)

DRS 588: 2024, Quality Service Management in Public Sector — Requirements for institutionalization and accountability; (71 page(s), in English)

This Draft Rwanda Standards specifies requirements for institutionalization and accountability in achieving service excellence within any public institution regardless of the nature and/ or complexity of their operations/ mandate.

It is designed to enable public institution to:

a) demonstrate its ability to consistently provide services that meet citizen/beneficiary expectations applicable statutory and regulatory requirements,

b) enhance citizen/beneficiary satisfaction by efficiently integrating the requirement of this standard, including mechanism for accountability and processes for ensuring compliance with citizen/beneficiary's expectations, as well applicable statutory and regulatory requirements, and

c) regularly monitor and evaluate the effectiveness of the institutional quality service management for continual improvement.