The Office of the Ombudsman Punjab participated as one of the key panelist in an international webinar titled “Implementing ISO 9001: Strengthening Quality Management and Accountability in African Ombudsman Institutions,” held under the auspices of the African Ombudsman Research Centre (AORC).
The webinar brought together experts and practitioners, enabling the participants to share practical experiences and institutional insights on the different aspects of the ISO 9001:2015 Quality Management System (QMS) within ombudsman institutions.
Addressing the session, Ombudsman Punjab Secretary Kaiser Saleem highlighted the significance of ISO 9001:2015 in enhancing institutional performance and improving the quality of public service delivery. It was stressed that ISO 9001:2015 should not be treated as a symbolic certification but as a functional system that strengthens justice delivery mechanisms. Referring to the Ombudsman Punjab Management Information System (OPMIS), he said, “Without OPMIS, ISO remains a certificate on the wall; with OPMIS, it becomes a living system of justice.”
Advisor (Research) Ahmed Yar Khan elaborated that how ISO 9001:2015 strengthens accountability and the quality of service delivery in ombudsman offices. It was emphasised that accountability and service quality are central to the credibility of ombudsman institutions and essential for safeguarding citizens’ rights.
Advisor (F&P)/(ITID) Samiullah shared the Ombudsman Punjab’s experience in implementing ISO 9001:2015, outlining key steps, challenges, and lessons learned in aligning Ombudsman procedures with international quality standards.
The Honourable Ombudsman Punjab also provided leadership-level insights, enriching further the discussion. The Ombudsman Punjab emphasised that ISO 9001:2015 should be viewed as a tool that strengthens existing ombudsman processes rather than replacing them, and it can be integrated smoothly without disrupting institutional mandates or structures.
The session concluded with an interactive question-and-answer segment, where participants shared experiences and discussed ways to adapt ISO 9001:2015 within their respective institutional contexts.