ISO/TS 19384:2026 PDF

Name: ISO/TS 19384:2026 — Service excellence — Guidance for the application of digital approaches to achieve service excellence
SKU: ISO/TS 19384:2026
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Service excellence — Guidance for the application of digital approaches to achieve service excellence

Название (английский):

ISO/TS 19384:2026

Service excellence — Guidance for the application of digital approaches to achieve service excellence

Статус документа:: Действующий
Формат:: Электронный (PDF)
Количество страниц:: 25
Дата публикации:: 4 февраля 2026 г.
Издание:: ISO TS 19384 edition 1 version 1
ICS:: 03.080.01

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Описание (английский):

This document gives guidance on applying ISO 23592, including principles, models and specific application methods, to achieve service excellence by implementing and using digital approaches. This document is applicable to organizations having, or planning to have, digital approaches to achieve service excellence.

Abstract

Похожие стандарты

Стандарты, упомянутые в описании

Overview

ISO/TS 19384:2026 - Service excellence - Guidance for the application of digital approaches to achieve service excellence - provides comprehensive guidance for organizations seeking to leverage digital technologies to achieve service excellence. Aligned with the principles and models of ISO 23592, this technical specification offers methods for implementing digital approaches to enhance customer experiences, drive operational efficiency, and build a strong culture of service excellence. Organizations of all sizes and sectors, whether currently utilizing digital tools or planning to, can benefit from applying the framework outlined in ISO/TS 19384:2026 to achieve outstanding service outcomes.

Key Topics

Digital Approaches for Service Excellence: Guidance includes the assessment, planning, and application of digital methods aligned with service excellence strategies.

Principles for Effective Digital Adoption:

Best fit and adaptability of digital solutions over time.
Security, reliability, and privacy of data and digital services.
Inclusivity, with special consideration for vulnerable populations, children, and people with limited digital skills.
Ethical compliance and avoidance of discrimination.
Environmental sustainability and “green IT” practices.
Consistency and interoperability for information-sharing.

Service Excellence Digital Approach Model (SEDAM): A model to guide organizations in evaluating the necessity of digital approaches, devising a digital application strategy, implementing solutions, and iteratively improving outcomes.

Preparation and Implementation:

Assessing readiness in infrastructure, talent, capabilities, and strategy.
Developing and executing a Digital Approach Application Programme (DAAP).
Setting objectives, KPIs, and aligning digital initiatives with overarching business goals.

Application Areas:

Leadership, vision, mission development, and strategy communication.
Creating a culture of service excellence and fostering employee engagement.
Enhancing customer experience through data-driven insights and innovation.
Achieving operational excellence via efficient digital process management and performance monitoring.

Evaluation and Continuous Improvement: Framework for ongoing assessment, performance measurement, stakeholder feedback, and systematic service improvement using digital tools.

Applications

Organizations can realize practical benefits by applying ISO/TS 19384:2026, such as:

Leadership and Strategy: Using digital tools to develop, communicate, and monitor service excellence strategies, foster collaboration across teams, and empower decision-makers.

Employee Engagement: Deploying digital platforms for training, feedback collection, recognition, and enabling agile team communication, ensuring consistent delivery of excellent services.

Outstanding Customer Experience: Collecting and analyzing customer data through digital channels to better understand needs and expectations; facilitating innovation management to design delightful customer journeys.

Operational Excellence: Automating and optimizing service workflows using digital approaches, improving efficiency, reducing errors, and enabling real-time performance monitoring.

Inclusivity and Accessibility: Ensuring digital services are accessible to all customer segments, including those with limited digital proficiency, and protecting sensitive user groups.

Sustainability and Ethical Practices: Integrating environmentally responsible and ethical digital solutions that reduce the physical footprint and foster trust.

Related Standards

ISO/TS 19384:2026 builds upon and complements several key international standards for service excellence and digital implementation, including:

ISO 23592: Principles, models, and elements for customer experience and service excellence.

ISO/TS 24082: Principles and activities for designing excellent service.

ISO/TS 23686: Metrics and methods for measuring service excellence.

ISO 11367: Terminology and models focused on public sector service excellence.

ISO/TR 7179: Practical approaches for achieving service excellence.

ISO/TS 19387: Service excellence maturity model.

ISO 31700-1 / ISO 22458: Recommendations regarding customer privacy and vulnerability.

By leveraging the practical guidance and cross-referencing these standards, organizations can create a robust digital service excellence program, enhance competitiveness, and foster customer loyalty in an increasingly digitalized market.

ISO/TS 19384:2026 PDF

Abstract

Похожие стандарты

Overview

Key Topics

Applications

Related Standards

Технические детали

ISO 23592:2021

Service excellence — Principles and model

ISO/TS 24082:2021

Service excellence — Designing excellent service to achieve outstanding customer experiences

PD ISO/TS 23686:2022

Service excellence. Measuring service excellence performance

ISO 11367:2025

Service excellence — Principles and model for public service organizations

PD ISO/TR 7179:2023

Service excellence. Practices for achieving service excellence

ISO/TS 19387:2025

Service excellence — Maturity model

ISO 31700-1:2023

Consumer protection — Privacy by design for consumer goods and services — Part 1: High-level requirements

BS ISO 22458:2022

Consumer vulnerability. Requirements and guidelines for the design and delivery of inclusive service.