ISO 9001:2015 in the Department of Lands and Surveys
The Department of Lands and Surveys fully acknowledges that the existing ISO 9001:2008 Quality Management System had a very positive impact on its internal operations and the improvement of its services provided. Therefore, the DLS Management has decided to proceed with the transition and implementation of the new version of the ISO 9001:2015 Quality Management System (QMS).
Within the scope of this project, the Department proceeded to collaboration with the external consulting firm PricewaterhouseCoopers Ltd (PWC), for the provision of consultancy services regarding the transition of ISO 9001:2015. The project lasted 6 months.
The project consisted of 4 phases:
- The review of the existing QMS (diagnostic analysis)
- The design and development of the updated QMS
- The implementation and the internal audits
- The certification of the QMS.
Phase A included the diagnostic analysis, which was supported by workshops at the Cyprus Academy of Public Administration. The workshops were attended by both the Department's Management Team and the Quality Team, as well as all the Quality Officers of the Headquarters and District Land Offices. All tools developed during the workshops, were effectively integrated into the updated QMS.
The workshops covered the following aspects:
- Strategic planning
- Stakeholder analysis
- Operational risks management/ assessment
- Redesign and improvement of processes
After the completion of the workshops, personal interviews were held in each Branch. External Consultant, the Head of each Branch and the Quality Officer participated in the interviews. During these meetings, the targets for each Branch were set (on an annual basis). Also, the operational risks and opportunities were identified and documented in relevant tools that they were developed.
During Phase B, the various procedures and existing documentation of the QMS, such as the Quality Policy and the Quality Manual, were updated.
Phase C included the planning and execution of the internal audits. District Land Offices were also audited. During the internal audits, several of the Departmental procedures were audited. Following the internal audits, an annual management review meeting was held. During this meeting, the results of the whole project that was carried out for the successful transition of the Department to the new ISO 9001:2015 standard were presented, as well as the future actions of the Department, which will result in the improvement and enhancement of its procedures' efficiency.
After the successful completion of the aforementioned steps within the specified timeframes, Phase D followed, which included the External Audit of the updated QMS by the Cyprus Certification Company. During the external audit, various procedures were audited both at the Headquarters and at the District Land Offices. Moreover, the internal audit findings, the Management Review, the quality objectives of the Branches, as well as the results of the Customer Satisfaction Survey, were also audited.
The outcome of this project was the successful transition of the Department to the new international standard ISO 9001:2015. This certification is considered a great achievement for the Department, as its operations have been achieved on the basis of documented procedures and having as an ultimate aim, the continuous improvement of the quality of the services offered.