Ms. Ayesha Hamid, Ombudsperson of the Punjab/First Vice President of the International Ombudsman Institute (IOI) /Asian Regional Director and her team attended the 2026 SEAOF Full Members Meeting in Manila, Philippines held on June 16-18, 2026.

She was invited to deliver a presentation on “How digital complaint tracking are standardized and ensure quality control across a large agency following its ISO 9001:2015 QMS certification on complaints management”.

She presented the amazing journey of the Office of the Ombudsman Punjab to ISO 9001:2015 Quality Management Systems QMS Certification for the Head Office, Research Development Wing & 38 Regional Offices. She said that the Ombudsman Punjab Management Information System (OPMIS), an internally developed digital Enterprise Resource Planning (ERP) solution, has fully modernized and technologically advanced the traditional process of handling complaints.

OPMIS handles all stages of complaint management for the organization via one digital process covering registration, examination, investigation, draft findings, submitted findings and final orders. This guarantees uniformity, accountability, transparency and quality assurance.

She expressed the principles of ISO 9001: 2015 QMS towards office of the Ombudsman Punjab including focus on the citizen, process-driven governance, evidence-based decision making, continuous improvement, commitment to leadership, human engagement and relationship management.

She further cited an example of how the Ombudsman Punjab has been able to maintain standardized complaint management procedures and efficient quality control in a large and geographically dispersed organization through the use of digital workflows, KPI based performance monitoring, independent user accounts, audit trails, centralized digital record keeping and real-time management dashboards.