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1 PO 01 QUALITY POLICY Essential Summary This policy outlines the commitment of the NSW Registry of Births Deaths & Marriages to implementing maintaining a quality management system, is required under clause 5.3 of international stard AS/NZS ISO 9001:2008 Quality management systems Requirements. Printed copies of this document may not be up to date. Ensure you have the latest version before using this document. PO 01 Quality Policy Page 1 of 10

2 Table of Contents 1 Scope 3 2 Purpose 3 3 Definitions 3 4 Quality Policy Statement 5 5 Certification 6 6 Strategic Direction 6 7 Quality Objectives 8 8 References 9 9 Document information Document history 10 PO 01 Quality Policy Page 2 of 10

3 1 Scope This policy applies to all staff processes of the NSW Registry of Births Deaths & Marriages. 2 Purpose In October 2009, the Registry adopted a strategy to improve product quality. A result of this initiative was establishing the objective of achieving certification to international stard AS/NZS ISO 9001:2008 Quality management systems requirements (ISO 9001) by This policy is required under clause 5.3 of ISO 9001:2008, which requires that management ensure the quality policy: a) is appropriate to the purpose of the organisation b) includes a commitment to comply with requirements continually improve the effectiveness of the quality management system c) provides a framework for establishing reviewing quality objectives d) is communicated understood within the organisation, e) is reviewed for continuing suitability. 3 Definitions Certification means certification to an ISO stard, e.g. ISO 9001:2008, which can only be attained once a JAS-ANZ accredited external auditor assesses the quality management system of an organisation deems it compliant with the requirements set out in ISO 9001:2008. Department means the Department of Justice (formerly known as Department of Attorney General Justice). ISO 9001:2008 means the international stard AS/NZS ISO 9001: 2008 Quality management systems - requirements is an internationally recognised framework around which a business can prove that its internal processes meet acceptable recognised stards. It is administered published by the International Organization for Stardization (also known as ISO). PO 01 Quality Policy Page 3 of 10

4 JAS-ANZ means the Joint Accreditation System of Australia New Zeal, an organisation set up by the Australian New Zeal governments to operate the joint accreditation of organisations that perform quality certification audits on other organisations. Quality for the purpose of this document is defined as products services demonstrating: Fitness for purpose Consistency reliability Pride of ownership, from pride of workmanship Alignment with Registry ISO 9001:2008 requirements Quality Management System means a set of interrelated or interacting elements that organisations use to direct control how quality policies are implemented quality objectives are achieved. Quality Manual means a manual which describes the organisation s Quality Management System. It can be a paper manual or an electronic manual (or both). According to ISO 9001:2008 clause 4.2.2, the Quality Manual should include a) the scope of the quality management system, including details of justification for any exclusions b) the documented procedures established for the quality management system, or reference to them, c) a description of the interaction between the processes of the quality management system. Registry means the NSW Registry of Births Deaths & Marriages PO 01 Quality Policy Page 4 of 10

5 4 Quality Policy Statement NSW Registry of Births Deaths & Marriages We strive to provide services that: meet customer requirements (both within outside our organisation) are fit for purpose (that is, do the job they are designed to do) are consistent reliable, give customers pride of ownership, from pride of workmanship of our staff. To ensure our core processes run smoothly efficiently, with minimal noncompliance ensuring maximum customer satisfaction staff morale, we 1. align the annual Registry s Quality Management System with the Registry s Business Plan 2. utilise the centralised corporate services of, comply with the policies procedures of the Department of Police Justice other government agencies 3. maintain a Registry Quality Manual, incorporating policies, working procedures, flow charts general administrative requirements, together with stard documents forms to ensure accessibility currency of information used in our business 4. encourage, support engage in continuous improvement of all services products, 5. will gain maintain ISO 9001:2008 certification. The Registry of Births Deaths & Marriages plays a vital role in recording maintaining information about life events for the NSW community. We are committed to undertaking this role in a manner that enables us to maintain ISO 9001:2008 Quality Management System certification. Ama Ianna Registrar August 2014 PO 01 Quality Policy Page 5 of 10

6 5 Certification Registry services, processes products will be assessed annually by JAS-ANZ accredited external auditors, who can recommend ISO 9001:2008 certification after thorough assessment of the Registry s Quality Management System. Once certified, the Registry will be licensed to use display a quality management systems certification mark (e.g. the StardsMark issued by SAI Global), on marketing promotional materials, including letterhead, business cards signage. 6 Strategic Direction The Registry is linked to the NSW 2021 Goals the Department of Attorney General & Justice Strategic Plan through its role in maintaining records of NSW life events accurately securely, issuing related certificates, providing other related services. This enables the people of NSW to better know act on their rights responsibilities. An effective ISO 9001:2008 compliant Quality Management System creates a platform for strong internal communication, effective document control, up-to-date documentation of processes, a culture of continual process review. This facilitates enhanced efficiency, productivity quality which leads to improved customer satisfaction value. PO 01 Quality Policy Page 6 of 10

7 The Department s Strategic Framework outlines the vision broad strategic directions for the Department over the next two years. It drives the business initiatives of Divisions Business Centres across the Department. NSW 2021 Goals Prevent Reduce the Level of re-offending Increase opportunities for people to look after their own neighbourhoods environments Improve community confidence in the justice system DAGJ Goal Building safe communities Strengthening community crime prevention partnerships An accessible effective justice system An innovative organisation that provides high quality services responsive to community needs Protection of rights promoting responsibility in the community DAGJ Strategic Direction 1. Effective efficient crime prevention 2. Diversionary programs without compromising public safety 3. Effective efficient interventions programs addressing risk factors for re offending 4. Effective management supervision of offenders in the community 5. Safe, secure humane management of offenders in custody 6. High quality client services 7. Accessible, high quality information community education 8. Timely effective resolution of disputes, civil criminal matters 9. Law reform, evidence based justice policy research 10. Businessfocused Corporate services via centres of excellence 11. Support for vulnerable participants in the justice system 12. Representation management of life matters for individuals 13. Promotion protection of rights (extracted from Department of Attorney General Justice, Business Centre Business Plan Registry of Births Deaths & Marriages) PO 01 Quality Policy Page 7 of 10

8 7 Quality Objectives Objective: For the Registry to comply with the requirements of ISO 9001:2008, ensure continuous quality improvement, enhance customer satisfaction. Measure & Application: How an objective is to be measured applied to ensure ongoing compliance tangible results. Objective 1. To deliver our services in a consistent, reliable fashion, exceeding our stakeholders needs Measure & Application 1 Customer satisfaction survey 2 Complaints received about the Registry s service 3 Quarterly reports on complaints, statistics KPIs to the Department 4 Monthly Senior Management Committee reports 5 Registry s Annual Report 6 Quality management reviews 7 Staff training reports 8 Audit inspections reports as scheduled 9 Senior Management reports 10 Results from working parties reviews from overarching project teams 11 Financial operational reports 2. To ensure core processes run smoothly efficiently, with minimal noncompliance while maximising customer satisfaction staff morale 1 Customer satisfaction survey 2 Complaints received about the Registry s service 3 Compliments received about the Registry s service 4 Monthly Senior Management Committee reports 5 Quality management reviews 6 Audit inspections reports as scheduled 7 Senior Management reports 3. To align the Registry s Quality Management System with the Registry s Business Plan 1 Results from working parties reviews from overarching project teams 2 Achievement of Registry s Business Plan 3 Implementation of Registry s Quality PO 01 Quality Policy Page 8 of 10

9 Workplan 4. To observe relevant policies procedures of the Registry, Department government agencies 5. To maintain the Registry s Quality Manual related policies, working procedures, flow charts general administrative requirements, together with forms registers to ensure accessibility currency of information provided 6. To encourage, support engage in continuous improvement of all services products 7. To gain maintain ISO 9001:2008 certification 1 Accessible by all staff via Infolink, the Department s intranet 2 Quality Manual 3 Induction procedure 4 Templates, Policies & Procedures, Department Policies & Procedures 5 Staff Education, Refreshers & Lunchtime Information Sessions 1 Ongoing work by Quality Manager, Project Officer designated staff 2 Quality Management Reviews 3 Annual Review 1 Management reviews 2 Matory non-matory training 1 Quality manager appointed 2 All staff management input 3 ISO 9001 Certification 4 Quality Manual 8 References SAI Global Limited Pre-audit report for the Registry of Births Deaths & Marriages, conducted 20 January 2012 Registry of Births Deaths & Marriages Business Plan, Crime Prevention & Community Programs Division Department of Attorney General & Justice Strategic Framework (End) PO 01 Quality Policy Page 9 of 10

10 9 Document information Title: PO 01 Quality Policy Business Centre: Registry of Births Deaths & Marriages Author / Position: Quality Manager Division: Executive Approver: Ama Ianna, Registrar Date of Effect: 18 August 2014 Next Review Date: 18 August 2015 File Reference: BDM/ Key Words: Quality, QMS, accreditation Distribution: Shared Policies & Procedures, internet 10 Document history Version Date Reason for Amendment 1 30/05/2014 Initial Version 2 18/08/2014 Updated department Registrar details PO 01 Quality Policy Page 10 of 10