PAKISTAN | IOI's 1st Vice-President participates in the Full Members Meeting of the Southeast Asian Ombudsman Forum in Manila

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

Further in her capacity as First Vice President of the International Ombudsman Institute (IOI) and Asian Regional Director Ms. Ayesha Hamid also made a presentation on behalf of the IOI entitled “The International Ombudsman Institute (IOI): How Established Networks Promote Institutional Capacity Building, Promote Ombudsmanship, Secure Funding, Navigate International Legal Rules and Establish Permanent Secretariats”. She stressed the significance of the IOI's role in the global development of ombudsman institutions through capacity building, international cooperation, knowledge sharing, governance support and the promotion of best practices in public sector accountability.

Both presentations provided a platform to create future collaborations between the Office of Ombudsman Philippines and the Office of Ombudsman Punjab, Pakistan by sharing global best practices on digital governance, quality management, capacity building of institutions and complaint handling. The Ombudsman Punjab and International Ombudsman Institute (IOI) demonstrated the effective promotion of innovation, accountability, transparency, service excellence and citizen-centric grievance redressal through digital transformation, international cooperation and adoption of globally recognized standards.

Source: The Office of the Ombudsman for the Province Punjab, Pakistan