Integrated Management System Policy

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The Public Works Department is committed to implementing an Integrated Management System (IMS) based on internationally recognized standards to deliver high-quality services that meet the highest standards of excellence. These include: - ISO 9001:2015 – Quality Management System - ISO 10001:2018, ISO 10002:2018, ISO 10004:2018 – Customer Service and Satisfaction Standards - ISO 20000:2022– IT Service Management - ISO 27000:2022– Information Security Management - NCEMA 7000:2021 – Business Continuity Management

Ensure the availability of resources to maintain efficient and effective management systems, and empower employees to meet strategic goals.
Handle customer complaints with integrity and professionalism, resolve them effectively, and use feedback to drive continuous improvement.
Monitor and measure customer satisfaction and strive to exceed expectations by adopting the Customer Service Charter.
Comply with all relevant laws, regulations, and stakeholder requirements related to the integrated management system.
IT-related service requests and incident reports are managed through the Technical Support Division.
Adhere to agreed service response and resolution times based on priority levels defined in the Service Level Agreement (SLA).
Ensure the continuity of critical business operations during emergencies, crises, or disasters to serve customers and partners without interruption.
Manage incidents efficiently to minimize impact on personnel, services, operations, and infrastructure.
Protect information assets by ensuring their confidentiality, integrity, and availability through technical and non-technical preventive measures, while promoting information security awareness.
Communicate this policy to all concerned parties and ensure their awareness of responsibilities in fulfilling IMS requirements.

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