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Standards Development
This document provides guidelines on the effective implementation of ISO 11367:2025, offering practical advice, tools, and examples tailored to public service organizations.
It is intended to help public sector entities interpret and apply the guidelines and framework of ISO 11367:2025 in a consistent and effective manner, ensuring improved service delivery, citizen satisfaction, and continuous improvement in line with the principles of service excellence in the public sector. Additionally, the document will include an Annex containing selected examples of best practices in the public service sector from various countries.
ISO 11367:2025 establishes the guidelines and framework for public service excellence according to ISO 23592:2021 - Service excellence — Principles and model. Public service organizations require specific guidance to translate these requirements into actionable steps that fit the specific governance models, resource constraints, and accountability obligations of the public sector, which are quite different from private service organizations.
On the one hand, existing ISO guidance, such as ISO/TS 19390:2025 - Service excellence — Implementation approach for ISO 23592, focuses on private or generic service environments and do not address the specific implementation requirements of public services in sufficient detail.. Additionally, all the concepts relating to public service excellence such as the citizen, the public service organization as well as the ultimate objective have a different application that needs to be analysed for effective implementation.
On the other hand, ISO/TR 7179:2023 - Service excellence - Practices for achieving service excellence, provides practices for achieving service excellence. This document can be used when applying ISO 23592 and ISO/TS 2408 generic service provision activities and does not fully address specific public service–use cases. Therefore, there is a genuine need for a standard that collates best practices of public service excellence from different jurisdictions for each of the different elements of the public service excellence model.
The proposed document will:
• Facilitate effective and consistent application of ISO 11367:2025.
• Support capacity building in public service organizations by providing further insights in public service excellence.
• Enhance transparency, accountability, and citizen trust by providing practical application guidance specific to public service excellence.
• Promote international alignment in public service excellence practices.
• Include a list of service excellence best practices specific to public service organizations.
Market relevance: Governments as well as other public service organizations worldwide are prioritising service quality and citizen experience as part of public sector reforms and digital transformation. This guidance will provide a globally applicable framework for implementation of such service excellence practices.
Target users:
• Public service providers at national, regional, and local levels.
• Policy makers and public administration leaders.
• Public sector training institutions and consultants.
• Accreditation, certification, and assessment bodies. Additionally, this new standard will make the necessary links with the other standards developed or in the process of developing such as:
- ISO 11367:2025 — Principles and model for public service organizations
- ISO/TS 19390:2025 - Service excellence — Implementation approach for ISO 23592
- ISO 23592:2021 — Service excellence — Principles and model
- ISO/TR 7179:2023 - Service excellence — Practices for achieving service excellence
- Other relevant ISO standards and technical specifications as identified during drafting.
ISO/ TC312/ WG4, decided that if this New Work Item Proposal is approved this new standard could be included as Part 1 on ISO 11367:2025.
Preparatory work and resources:
• Preparatory work: Drafting will be led by ISO/TC 312/WG 4, with contributions from experts in public administration, service quality, citizen engagement, and members involved in ISO 11367:2025 development. Lessons learned from WG2’s ISO/TS 19390:2025 project will be referenced.
• Resources: Sufficient expertise and resources are available. Member Bodies are expected to nominate additional experts, if necessary, with relevant public service experience. WG4 Members are from countries with a long tradition of public sector such as India, Japan, China, Germany, Cyprus and Finland
This NWIP if approved will run in parallel with Guidelines on the Assessment and measurement relating to ISO 11367:2025 implementation that would include the evaluation tools as an Annex. Form 4 for this NWIP will be prepared by BIS as per Resolution 117/2025 taken by ISO/TC 312 on 2025-02-13 (doc. N 331).
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