International Standards – the global dimension of servicesSESSION # 1Daniele GERUNDINODirector, ISO AcademyInternational Organization for Standardization

International Standards – theglobal dimension of servicesDaniele GerundinoDirector, ISO AcademyUNCTAD Multi-year expert meeting on Trade, Services anddevelopment – 18 May 2016, Geneva (Switzerland)

Why standards for services?

Nominal GDP sector composition

International Trade Statistics (WTO)

Trade in services: more to know

Trade in services: WTO GATSThe General Agreement onTrade in Services (GATS) The GATS is an important outcome of the UruguayRound, whose results enteredinto force in January 1995 GATS comprises: General obligations, which applydirectly and automatically to allMembers and services sectorsCommitments concerning marketaccess and national treatment inspecifically designated sectorsThe GATS distinguishesbetween four modes ofsupplying services: Cross-border supply Consumption abroad Commercial presence Presence of naturalpersons

Trade in services: TiSA

Standards for services in ISO ISO is traditionally known as a products andprocesses-based organizationBut ISO recognizes the growing need for InternationalStandards for services ISO already has hundreds of service standards inits portfolio A growing number of ISO/TCs are developingservice standards

What is a service? “Result of at least one activity, necessarilyperformed at the interface between the supplierand customer, that is generally intangible”ISO/IEC Guide 76:2008(en), 3.1 “Type of economic activity that is intangible, is notstored and does not result in ownership. A serviceis consumed at the point of sale. [ ] Examples ofservices include the transfer of goods, such as thepostal service delivering mail, and the use ofexpertise or experience, such as a person visiting adoctor.”InvestorWords

What are the benefits ofstandards for services ?IMMEDIATE INTEREST Clarity regarding definitions, characteristics andmodality of delivery of servicesUnambiguous information to customersPerformance assessment and ratingCustomer satisfaction and complaints handlingSecurity, safety, liability, general consumerprotection aspects

What are the benefits ofstandards for services ?POTENTIAL FOR FUTURE DEVELOPMENTS Interfaces for the new, mostly digitally basedcomponents of modularized servicesMethods and techniques for Big data, Analytics,(geo)localization services, IoT as separate elements, as well as integrated intospecific systemic offerings

Standards for services anddeveloping countriesSimilarly to product and management standards, standardsfor services can be very important for developing countries As a source of up-to-date (and affordable) knowledge –helping to improve processes and efficiencyAs a way to demonstrate quality, reliability, safety andenvironmental protection – against recognizedinternational criteria and good practices, with significantimpact on trade and welfare: integration in global supply chains, access to export marketspromotion of national resources (e.g. tourism)consumer, labor and environmental protection (domestic)

Classification of servicesBusiness servicesCommunicationservicesConstruction nancial servicesHealth related andsocial servicesTourism and travelrelated servicesRecreational,cultural andsporting servicesTransport servicesEnvironmentalservicesOther12 services sectors according to the WTO GATS(many other types of classification exist!)Distributionservices

Examples of ISO TCs developingstandards for services ISO/IEC JTC 1/SC 40 IT Service Management and ITGovernance ISO/TC 68 Financial services ISO/TC 176/SC 3 Quality management and assurance ISO/TC 222 Financial planning services ISO/TC 224 Services activities related to drinking watersupply systems and wastewater systems ISO/TC 225 Market, opinion and social research ISO/TC 228 Tourism and related services ISO/TC 232 Learning services outside formal education ISO/TC 260 Human resource management ISO/TC 292 Security

ISO standards in the services sectorISO TC 224 – Service activities relating to drinking water supply systems andwastewater systems - Quality criteria of the service and performance indicatorsISO 24510:2007 Guidelines forthe assessment and for theimprovement of the service tousersISO 24511:2007 Guidelines for themanagement of wastewaterutilities and for the assessment ofwastewater servicesISO 24512:2007 Guidelines forthe management of drinking waterutilities and for the assessment ofdrinking water services

ISO standards in the services sectorISO/TC 228 Tourism and related servicesISO Standards on divingISO 24801 – training of scuba diversISO 24802 – training of instructorsISO 24803 - Requirements for service providers

ISO standards in the services sectorISO/IEC 27001:2013 - Information security managementISO/IEC 27001 is the best-known standard in the family providingrequirements for an information security management system (ISMS):a systematic approach to managing sensitive company information sothat it remains secure. It includes people, processes and IT systems byapplying a risk management process.It can help small, medium and large businesses in any sector keepinformation assets secure.

ISO standards in the services sectorISO 17442:2012Financialservices – LegalEntity Identifier(LEI)

ISO standards in the services sectorISO/IEC 15420:2009Information technology –Automatic identification anddata capture techniques –EAN/UPC bar codesymbology specification

ISO standards in the services sectorISO 18308:2011Health informatics –Requirements for anelectronic healthrecord architecture

Freight ContainersBelieving that standardization was the path to overall industry growth,Mc Lean provided ISO a royalty free license, allowing the use of hispatented designs in the creation of international standards

ISO Standards for Freight Containers (TC 104)

Impact of containerizationContainerization isconsidered probablythe most importantdriver for thedevelopment of globaltradeDaniel M. Bernhofen, Zouheir El-Sahli,Richard Kneller, School of Economics andManagement, Lund University (Sweden)

Service standards in different sectorsBusiness services,ISO 22313CommunicationservicesConstruction andrelatedengineeringservicesEducationalservices, ISO 29990Financial services,ISO 22222Health related andsocial services, ISO15189Tourism and travelrelated services,ISO 13810Recreational,cultural andsporting services,ISO 24803Transport services,ISO 12855Environmentalservices, ISO 24510OtherDistributionservices, ISO/TC204

Recent standards/projects ISO/TC 267 (ISO/AWI 41000 Facilities Management) ISO/PC 283 Occupational health and safety managementsystems PC 288 Educational organizations management systems –requirements with guidance for use TC 290 Online reputation (NP 20488 Online consumer reviews) TC 292 Security and resilience (ISO 18788:2015 MSS for privatesecurity operations) ISO/PC 295 Audit data collection ISO/TC 297 Waste management, recycling and road operationservice

However In most cases, Technical (or Project)committees cover the needs of servicessectors mostly through specific, punctualdevelopments There is lack of clarity on what “servicestandards” are or should be (“pure” servicestandards? Standards for processes,interfaces, “components” of the service?What about Management SystemsStandards? ) An overall framework is still missing

Upcoming ISO workshopGlobal servicesISO Standards as solutions13‐14 June 2016Geneva, SwitzerlandAn opportunity to share expectations,experiences, and best practices related toservices standardizationFor standards developers, experts in tradeand development from internationalorganizations or governments,representatives of consumer organizationsand stakeholders from the services sectors

Thank youGreat things happen when the worldagrees

ISO/IEC JTC 1/SC 40 IT Service Management and IT Governance ISO/TC 68 Financial services ISO/TC 176/SC 3 Quality management and assurance ISO/TC 222 Financial planning services ISO/TC 224 Services activities related to drinking water supply systems and wastewater systems ISO/TC 225 Market, opinion and social research