Home Development Mutual Fund/Pag-IBIG Fund(HDMF)

10 March 2020 Mr. Mark Glenn D. Villanueva 24 F. Vallenzuela Street, Batis, San Juan, Metro Manila [email protected] Dear Mr. Villanueva, Greetings! This refers to your eFOI request for information on Pag-IBIG Fund’s ISO Certification. Please find below the answers provided by our Management Systems Department to your questions. 1. Since when has your Agency become an ISO certified? The Pag-IBIG Fund became ISO Certified in November 2011. 2. What kind of ISO Certification does your Agency have? The Pag-IBIG Fund started with ISO 9001:2008 standard and migrated to ISO 9001:2015. 3. Being an ISO Certified Agency, how does it benefit your employees? Pag-IBIG Fund employees improved their performance and productivity, and service to the public. 4. Being an ISO Certified Agency, how does it change the work quality of your employees and your organization as a whole? As an ISO Certified Agency, Management can ascertain that established business processes and documentation requirements are being implemented efficiently and consistently across the whole organization. For our employees, it assures them that there is consistency in the completion and delivery of products and services, and it is undertaken in accordance with the established business processes and documentation. 5. What are the advantages and disadvantages of being an ISO Certified Agency? The ISO Certification attests that Pag-IBIG Fund is providing quality public service due to improved efficiency and consistency in its operations. The Certification also means that it has met quality management standards like an improved internal communication that now allows different organizational units within Pag-IBIG to work together to meet the needs and expectations of its clients – the members of the Pag-IBIG Fund. Likewise, the identification of processes has increased members’ satisfaction levels, which in turn helped increase our employees’ optimism and job statisfaction. On the other hand, it is costly to obtain the certification and the process itself tends to be bureaucratic since it involves a lot of documentation. It also requires greater accountability as certifying bodies are not supervised by the International Organization for Standardization (ISO). Also, the impact of the certification can only be felt in the long run because the entire organization have to adjust, and processes have to stabilize. 6. How do you maintain the quality standard in accordance with ISO? Pag-IBIG Fund promotes awareness of the process: first, to the process owners in order to establish that they will implement the procedures among the employees; and second, to the employees by ensuring that they follow and stay committed to the procedures. Aside from trainings to guarantee the maintenance of the quality standard, we also assess them to measure the effectiveness of said trainings. We have committed in making our processes transparent to the public in order for our employees to strive harder in delivering efficient and maintaining quality public service. Finally, we allow the conduct of surveillance audit by an external ISO auditor regularly to ascertain that all the Quality Management System elements are in place and in order. Thank you. ATTY. MARCIAL C. PIMENTEL, JR. Head, Compliance Office and Vice President, Legal and General Counsel Group FOI Decision Maker