Service Quality Management System (SQMS) Certification – IS 15700:2018

Service Quality Management System (SQMS) Certification – IS 15700:2018

Expert Handholding for Public Service Quality by Praditha Engineers

Public Service Organisations play a crucial role in delivering essential services to citizens. To improve service delivery, transparency, citizen satisfaction, and consistency in operations, the Indian Standard IS 15700:2018 provides a structured framework for implementing a Service Quality Management System (SQMS).

Praditha Engineers offers complete professional handholding for IS 15700:2018 certification, helping organisations establish and sustain a system that ensures effective service governance and measurable improvement in public service quality.

What is IS 15700:2018?

IS 15700:2018 is an Indian Standard aimed at ensuring quality governance through quality public services. It provides requirements for a Service Quality Management System that enables public service organisations to:

 • Improve service delivery to citizens

 • Standardise service processes

 • Enhance complaint handling and responsiveness

 • Ensure accountability and continual improvement

 • Maintain service performance even with staff transfers and administrative changes

Who Can Implement IS 15700:2018?

This standard is applicable to a wide range of Public Service Organisations, including:

 • Central and State Government Departments

 • Public Utilities and Service Providers

 • Regulatory bodies and authorities

 • Public sector banks and financial institutions

 • Public transportation organisations

 • Large public hospitals and healthcare organisations

 • Government schools and educational institutions

 • Municipal and public administration bodies

Any organisation delivering citizen services or public support functions can benefit significantly from IS 15700 implementations.

Why IS 15700:2018 Certification is Important

Certification to IS 15700:2018 helps organisations to:

 • Demonstrate commitment to citizen-centric service quality

 • Improve service consistency across departments and locations

 • Strengthen internal controls and documentation

 • Reduce service errors, delays, and citizen dissatisfaction

 • Enhance transparency and accountability

 • Improve audit preparedness and reduce nonconformities

 • Build long-term credibility and trust among stakeholders

Key Challenges in Public Service Organisations

Public organisations often face difficulties such as:

 • Frequent transfer of key personnel handling SQMS activities

 • Inconsistent documentation and record maintenance

 • Lack of trained internal auditors and nodal officers

 • Weak continuity of management review and improvement actions

Praditha Engineers addresses these gaps through structured documentation, training, implementation guidance, and audit preparedness, ensuring smooth system continuity even during staff changes.

Our IS 15700:2018 Handholding Services

SQMS Documentation Development

We develop practical and clear documentation aligned with your real service processes, including:

 • SQMS Manual

 • Procedures and work instructions

 • Citizen service processes and service delivery commitments

 • Forms, records and formats

 • Complaint handling & citizen feedback systems

Training & Capacity Building

We conduct customised training programmes, including:

Employee Training

Training tailored for staff at different levels to ensure:

 • Understanding of SQMS requirements

 • Better service delivery practices

 • Awareness of service commitments and citizen expectations

Management & Nodal Officer Training

In-depth training for key personnel to implement and maintain SQMS including:

 • Roles and responsibilities of Nodal Officer

 • System monitoring and reporting

 • Internal audit readiness and compliance management

Internal Auditor Training

We train selected personnel to conduct SQMS audits, including:

 • Audit planning and execution

 • Identifying process gaps and nonconformities

 • Reporting and follow-up actions

Participants receive Internal Auditor participation certificates.

Audit Preparedness & Mock Audits

We conduct mock audits to:

 • Evaluate the readiness of the organisation

 • Strengthen staff confidence for third-party audits

 • Identify gaps and corrective actions before certification audit

 • Reduce chances of audit observations and nonconformities

End-to-End Certification Support

From the application stage till certification, we provide complete support including:

 • Certification roadmap and planning

 • Coordination with certification bodies

 • Audit preparation and guidance during audits

 • Closure of audit findings and corrective actions

 • Certification grant support

Two-Day Training Course on IS 15700:2018 (Optional)

Praditha Engineers also offers a structured Two-Day Training Programme designed for public service organisations to ensure effective implementation of SQMS.

Course Coverage Includes:

 • Purpose and relevance of SQMS and IS 15700

 • Structure and interpretation of IS 15700 requirements

 • Linkages with relevant ISO standards (ISO 9000, ISO 10002, ISO 19011)

 • Role of Nodal Officer and departmental responsibilities

 • Implementation steps and sustainability mechanism

 • Audit preparation and continual improvement methods

Why Choose Praditha Engineers?

 • Led by Shri M.V.S.D. Prasada Rao, Former Deputy Director General, BIS headed Management System Certification and Product Certification with 38 years of experience in BIS.

 • Team of former senior BIS officers with hands-on certification expertise

 • Strong audit preparedness and compliance focus

 • practical implementation approach (not theoretical)

 • training + documentation + audit readiness in one package

 • cost-effective and time-bound consultancy

 • one-point responsibility from implementation to certification approval

 

📧 Email: bis@praditha.com | info@praditha.com

📞 Phone: +91-9885006680 | +91-9866706680

🌐 Website: www.praditha.com