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Raising Quality of Service to Clients: OSG’s Docket Management Service is ISO Certified

            The Office of the Solicitor General’s Docket Management Service (DMS), which serves as the “nerve center” of the OSG’s operations, recently passed the ISO9001:2008 certification audit conducted by the Anglo-Japanese-American (AJA) Registrars. AJA auditors, headed by Captain Graham James Botterill and accompanied by James Lee Creasey, brought the good news for the Office. This means that the system of the OSG Docket complies with internationally-accepted quality management system standards. The OSG is one of the first government agencies to comply with Executive Order No. 605 issued by President Gloria Macapagal Arroyo in February 2007 mandating the institutionalization of ISO 9001:2000 certification on all government agencies.

           
            The OSG’s Docket Management Service started its journey to raising its quality of service to its internal clients, the current 25 legal divisions of the OSG, and to its external clients, the various government agencies and courts, in 2007 under the initiative of Solicitor General Agnes VST Devanadera (concurrent Acting Secretary of Justice). The OSG DMS is in charge of managing the thousands of documents that go through the office everyday. In 2007, Devanadera ordered the creation of an ISO Quality Management System (QMS) Committee headed by Assistant Solicitor General Sarah Jane T. Fernandez, while Director Rizalina B. Tiongson, Chief of the DMS, was named by the Solicitor General as the Quality Management Representative of the OSG DMS, to undertake the preparations for the ISO certification. The initial major step of the Committee was to come up with a quality policy for the Office, which would set the overall direction for the attainment of quality service to its clients.  

 

The quality policy of the OSG states: “The Docket Management Service shall strive to be the best in legal document management service. As such, we commit ourselves to: a) Comply with ISO 9001:2008 quality management system requirements by consistently meeting the needs and expectations of our stakeholders and; b) Continually improve the effectiveness of the quality management system by setting the annual objectives, formulating and implementing actions and conducting periodic monitoring, and complying with regulatory as well as other requirements relevant to our operations.” 

 

According to Director Tiongson, the Office’s efforts to get ISO Certification faced a major challenge when the procedures in the DMS required a major overhaul as a result of the implementations of its enhanced case management tool. But the drive to make its service “world-class” prevailed. Director Tiongson now looks forward to continually improving the efficiency of the DMS and help OSG lawyers in serving the Filipino people.