Introduction

The aim of the Quality Management System, in this case, the one implemented by the Ertzaintza, is to ensure that the treatment provided or action taken by the different officers involved in a process is always the same, regardless of the recipient of those services, their specific providers, together with the place where they are dispensed. Standardising and normalising the services and actions, together with fostering their improvement and guaranteeing the satisfaction of the recipients would be the tenets of the ISO 9001:2008 quality standard.  Click here for further information on this quality standard.

Naturally, the sought-after service standard is of the highest level, always exceeding the minimums required by the different legislation and regulations.

Once this idea has been launched, and given that the Ertzaintza's work is to provide overall support and service for the general public, the decision was taken for certification within the quality management system of some specific processes, chosen for their key importance within police work.

The processes involved in the system, currently, are as follows:

  • Arrest process
  • Procedure implemented in cases of gender and domestic violence 
  • Explosive Deactivation Unit procedures
  • Forensic Science Unit procedures

The following quality management tools envisaged in the ISO 9001 standards stand out in the case of the Ertzaintza:

  • The quality policy
  • Managing the documentation of the system
  • Monitoring and control mechanisms

Internal

    • Control plans
    • Preventive and corrective actions
    • Internal audits
    • Managing suppliers
    • Permanent Commissions

External

    • External audits
    • Grievances, complaints and claims
    • Satisfaction surveys

Quality management within the Ertzaintza is no mere certification endorsed by AENOR, but rather is a verifiable reflection of a continuous improvement spirit and of a desire to always provide the best possible service to the general public. Furthermore, it is not a watertight system, but rather it is connected to the many officers involved: from those service providers under the control of the quality system, to, for example the personal ratings awarded by the lawyers that deal with the people under arrest, which results in a clear benefit for society overall.