The Authority strives to maintain customer satisfaction by implementing effective systems and focus on customer feedback.  Therefore, adoption of a quality management system is a strategic decision taken by the Authority to help improve its overall performance and provide a sound basis for sustainable development initiatives.  It assists us to:-

1. Demonstrate our ability to consistently provide services that meet customer and applicable statutory and regulatory requirements.
2. Facilitate opportunities to enhance customer satisfaction.
3. Address risks and opportunities associated with the Authority’s context and objectives.
4. Show the Authority’s ability to demonstrate conformity to specified quality management system requirements.

The Authority also employs the process approach, which incorporates the Plan-Do-Check-Act (PDCA) cycle and risk-based thinking in its management systems. Process approach enables us to plan our processes and their interactions. The PDCA cycle ensures that the Authority’s processes are adequately resourced and managed, and opportunities for improvement are determined and acted on.

The process approach involves the systematic definition and management of processes and their interactions so as to achieve the intended results in accordance with the quality policy and strategic direction of the Authority. 

The application of the process approach in a quality management system enables:

1.  Understanding and consistency in meeting requirements.
2. The consideration of processes in terms of value addition.
3. The achievement of effective process performance.
4. Improvement of processes based on evaluation of data and information.

Risk-based thinking enables us to determine the factors that could cause the Authority’s processes and quality management system to deviate from the planned results, to put in place preventive controls in order to minimize negative effects and to make maximum use of opportunities as they arise 

Consistently meeting requirements and addressing future needs and expectations poses a challenge to many organizations, including the Authority, in an increasingly dynamic and complex environment. To achieve this objective, the Authority may where applicable find it necessary to adopt various forms of improvement in addition to correction and continual improvement, such as breakthrough change, innovation and re-organization.

The Authority’s quality manual is also based on the quality management principles listed below;

1. Customer Focus.
2.  Leadership.
3.  Engagement of People.
4. Process Approach.
5. Improvement.
6. Evidence-based Decision Making.
7. Relationship management.

The Authority plans for disruptive incidents through implementation of a robust Business Continuity Management System (BCMS). This is done through identifying potential threats and analyzing their impact on day-to-day operations. Business continuity helps the Authority maintain resilience in responding quickly to an interruption.

The Authority also employs the process approach, which incorporates the Plan-Do-Check-Act (PDCA) cycle and risk-based thinking in its management systems. Process approach enables us to plan our processes and their interactions. The PDCA cycle ensures that the Authority’s processes are adequately resourced and managed, and opportunities for improvement are determined and acted on.

Adoption of a robust BCMS has enabled the Authority to maintain critical business functions during a disaster and after it has occurred. There are established risk management processes and procedures that aim to prevent interruptions to critical services and reestablish full day-to-day function to the organization as quickly and with as little downtime as possible.

Towards this, the Authority commits to comply with all applicable statutory requirements and continual improvement of its Business Continuity Management System based on ISO 22301 International Standard