1. LEARNINGS FROM PASC WORK SHOP 2015 “SERVICE STANDARDIZATION ”

2. Sub- Themes Covered SERVICE STANDARDIZATION Global Trends in Service Sector Service Standardization in PASC Region - Overview of PASC’s work in service standardization - National perspective/ experiences in services Towards a Service Standardization Strategy for PASC - Summary, outcomes & next steps

3. Global Trends in Service Sector  Service Trade, WTO & Role of International Standards  Trade in Services Agreement : Implications for PASC  Service Standardization & Future Trends - Perspectives from ISO & IEC Issues highlighted Difference between trade in Goods & trade in Service Global trends in service trade - Significant portion of service trade arising from services embodied in products Sector being highly regulated - need for reducing regulatory burden

4. Global Trends in Service Sector (Cont.) Issues highlighted (contd.) Need for disciplines on domestic regulations - GATS agreement & role of Technical Standards in facilitating trade Multilateral trade agreement on services under negotiation involving 50 countries of WTO – covering areas of electronics, commerce, maritime, transport, environment, road transport, energy, etc. Information of ISO committees on service & new projects & specific initiatives Need for a coherent strategy to address standardization issues – common understanding of “ Services” & “Service Standards” Consequences of low service quality - safety requirements & IECEx System

5. Service Standardization in PASC Region Overview of PASC work Outcome of PASC survey - Common priority areas of interest identified Need for a strategy for standardization, information sharing and capacity building

6. National Perspective/ experiences shared in the areas of ICT, Education, Tourism, Logistics & Others ICT Perspective of Indian IT-BPM Industry - Advocated standards that are not for trade protection - Service standards in areas of cyber security & data security Case Study of ICT Services towards Silver Aging - Use of home network systems to watch over daily life through ECHONET in Japan Service Standards for ICT industry in Singapore - Case of how standards supported growth, cost savings & resource efficiency e.g. Smart Nation initiative

7. National Perspective/ experiences shared in the areas of ICT, Education, Tourism, Logistics & Others (Cont.) Education & Tourism Case studies of Standardization on - Management of Residential boarding school - Operational procedure in Golf Course -Service standards for meetings & event industry Highlights - How such standards contribute in terms of quality of service, customer satisfaction, safety & health, environmental protection & operational efficiencies - Provide measurable performance based criteria

8. National Perspective/ experiences shared in the areas of ICT, Education, Tourism, Logistics & Others (Cont.) Logistics & Public Service Case study of standard on requirements of best logistics practice - Helped SMEs increase competitiveness through identification & implementation of logistics & supply chain improvement Use of Standards for achieving scale in logistics services -Various attributes of logistics service & need for standards to supplement the process Indian standard on Service Quality Management System - Key elements of the standard applicable to public service organization Current practices & outlook of service standards in China

9. Key Take Aways & Way Forward  Issues requiring further attention in WTO –provision of technical standards in GATS – Implementation issues –Trade impacts –Relationship between goods and services standards –TBT type agreement for services  Service standards can be successfully implemented in diverse sector  Service standards can help address specific problems and concerns of different sectors  Standards are required for addressing diversities implied with magnitude and geographical considerations.  Importance of work by ISO and IEC on services standards

10. Key Take Aways & Way Forward  Strategic considerations at PASC  Identify common sectors  Prioritize service sectors & standards to be focused on  Influence International standards development in line with regional needs  Identify ISO/IEC TCs that PASC members can participate (P-members, Chairs & Sectts.)

11. Key Take Aways & Way Forward  Strategic considerations at PASC (contd.) Engage relevant stakeholders Strengthen the communication among of PASC members, including service standardization best practice, research achievements etc. Promote benefits of service standardization at relevant platforms and stakeholders Request ISO/IEC to undertake research on impact of standardization