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 ISO/AWI TS 11368-1

Scope

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.