Government of Canada Canadian General Standards Board Gouvernement du Canada Office des normes générales du Canada STANDARDS IN ACTION: HELPING THE PUBLIC SECTOR MEET QUALITY AND SOCIETAL CHALLENGES Chantal Marin-Comeau Director CPPC Forum 2007

Presentation Outline 1.Standards as business tools 2.Overview of ISO 9001 and Benefits of implementation 4.International context 5.National context 6.Initiatives in the public sector 7.Case in point

National Context

National Context: The National Standards System

National Context: Overview of ISO 9001 and FROM PRODUCTS TO SERVICES TO PEOPLE Standards as business tools: ISO 9001 introduced in Canada in the 1980s –Over 21,100 certificates issued to date in Canada ISO introduced in Canada in 1996 –Over 3,000 certificates issued to date in Canada

National Context: Setting the Stage in the Public Sector Modernization of the public sector Management accountability frameworks Changes in government’s public, social and environmental policies Serving the public good while supporting the Canadian economy Increasing complexity of the supply chain Increased accountability to demonstrate value for money

National Context: Applications Within the Public Sector Federal departments and agencies Provincial and territorial governments Municipalities Health care Education Transportation Forestry management

National Context: Initiatives in the Public Sector Organizations are implementing the ISO guidelines Certain government institutions are certified by one of the SCC- accredited certification bodies Use of management systems in acquisitions – suppliers demonstrating they are meeting ISO standards (qualification criteria) Sustainable development strategy – implementation of ISO Procurement transformation – buying smarter, checks and balances, commodity and supplier performance Smart Regulations

Case in Point

Case in Point: Real Property Services A QMS is a dynamic tool that ensures client needs are met efficiently and cost effectively, and continual improvement Real Property Branch: Public Works and Government Services Canada National organization with regional offices Project delivery services to other government departments for real property assets, including national treasures such as the Parliament buildings Real Property Pacific and Atlantic regions registered to ISO 9001 since 2001

Case in Point: Correctional Services Canada A QMS is a dynamic tool that ensures client needs are met efficiently and cost effectively, and continual improvement CORCAN Quebec Manufacturing Shops National organization with regional offices Manufacturing of office furnishings, metal products and textile products, and body repairs to DND trucks and printing services Eight Quebec offices registered to ISO 9001 since 1989

Case in Point: Management Challenge Implement quality principles effectively Improve credibility with client departments and central agencies Reduce client complaints and extras Improve current business procedures Eliminate outdated procedures Improve training for new employees Respond effectively to changing government priorities Respond proactively to market pressures

Case in Point: Management Commitment “Reorganization has affected our relationships. We look to ISO 9001 as a tool to clarify our roles, responsibilities and relationships and to harmonize our operations.” –Atlantic Region A tool for dealing with change A way to define relationships A way to respond to a new business model “We look to ISO 9001 as a tool to define and document our processes, while some corporate memory remains, and at the same time provide an excellent training tool for new staff.” –Atlantic Region A tool for preserving experience A way to integrate new staff into the workplace

Case in Point: Benefits of ISO 9001 A QMS is a an investment in quality A QMS is a an investment in quality Client, stakeholder and supplier relationships are improved Continual Improvement Plan considers quality objectives, client satisfaction, complaints and redress mechanisms, corrective and preventive action, and audit functions Procedures are documented and consistent Field complaints are documented and handled quickly Sharing of “Lessons Learned” guides future actions

Case in Point: Successes There are fewer complaints from clients Project cost extras are reduced Service delivery processes are more efficient and easier to use Time to train new employees is greatly reduced Requirements of procurement renewal strategies are met Service delivery is improved Communication between offices is enhanced Needs of clients of stakeholders are met

Contact Canadian General Standards Board 11 Laurier Street Place du Portage, Phase III, 6B1 Gatineau, Quebec K1A 0S5 General enquiries: Fax: Web site: