ISO/NP TS 11368-2

Guidelines on the implementation of ISO11367:2025 — Part 2: Measurement and Assessment

Scope

This document provides guidelines for assessment, measurement, and performance evaluation of the implementation of ‘ISO 11367:2025 - Service Excellence — Principles and Model for public organizations.’

It specifies a structured framework and methodologies for assessing organizational maturity, performance indicators, and evidence of conformance with the principles and elements of public service excellence in ISO 11367.

This standard covers the following, in line with ISO 11367:

- Defining measurable criteria
- Establishing Key Performance Indicators (KPI);
- Conducting evaluations including self-assessment and third party assessment;
- Managing feedback from citizens and stakeholders
- Developing improvement plans based on the feedback, evaluations outcomes; and
- Reporting mechanisms for continuous improvement, transparency and benchmarking.

This document is applicable to all public sector organizations, regardless of size, type or level of hierarchy of the government or policy makers.