Working Group 2 – Design of Excellent Services
Project under development: ISO/WD 24082 Service excellence – Designing excellent service to achieve outstanding customer experiences – Requirements and guidance
Status and key deliverables:
This document specifies principles and activities for designing excellent service that achieve outstanding customer experience. It applies to all organizations delivering services, such as commercial organizations, public services and not-for-profit organizations.
The project is expected to end in March, 2028.
Responsibility:
Convenor: Prof. Satoko Tsuru
Project Leader: Dr. Tasunori Hara, Prof. Satoko Tsuru
Working Group 4 – Public Services
Project under development: ISO/AWI TS 11368-1 Guidelines on the implementation of ISO 11367:2025 – Service Excellence – Principles and model for public service organisations – Part 1: General
Status and key deliverables:
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.
The project is expected to end in January, 2028.
Responsibility:
Convenor: George Ioannou
Project Leader: George Ioannou
Working Group 5 – Digital Service Excellence
Project under development: ISO/AWI TR 19386 Service excellence – Practices for applying digital approaches to achieve service excellence – Practices for applying digital approaches to achieve service excellence
Current Status and key deliverables:
This document provides practices for achieving service excellence. This document can be used when applying ISO 23592, ISO/TS 24082, ISO/TS 23686, ISO 11367, ISO/TS 19387 and ISO/TS 19384.
This document is applicable to organizations having, or planning to have, digital approaches to achieve service excellence.
The project is expected to end in February, 2028.
Responsibility:
Convenor: Ms.Dr. ZHENG Juaner
Project Leader: Ms.Dr. ZHENG Juaner
Task Group 1 – Communications
This task group is involved with the development of the communication material as well as the messages to the user community. It has also prepared the ISO/TC 312 Briefing notes and is currently engaged with the management of the ISO/TC 312 website by developing the necessary content in collaboration with the other ISO/TC 312 Working Groups, the Committee Secretariat and the TMB.
Responsibility:
Convenor: Ms.Dr. ZHENG Juaner
Task Group 2 – Business Plan
This task group is responsible for developing, publishing and continually refining the strategic business plan of ISO/TC 312.
Responsibility:
Convenor: Prof. Dr Matthias Gouthier