Implementation timeline

In 1999, commencement of the development of the first Process within the Quality Management System, based on the UNE-EN ISO Standard. The Department chose the Arrest process, i.e., the set of activities involved in an arrest and in relation to the detainee. The basis for this Process was Instruction 29 of the Basque Vice-Minister of Security, to which the requirements of the standard were applied, in addition to commitments and recommendations from various bodies and institutions such as Ararteko (Basque Ombudsman), Emakunde (Basque Women\\'s Institute), Osakidetza (Basque Health Service), etc.

1999-2000: The different aspects of the ISO standard were analysed and addressed with a view to complying with the requirements laid down in the standard; the Quality Policy was produced, as well as the quality manual, the different procedures and operational instructions, etc. In the same way, work was carried out on addressing what was needed in terms of IT and the automation of records and databases.

2001: Dissemination and implementation of the System at the Bilbao Police Station, which served as a Pilot Unit. Different problems were observed during the year and the relevant solutions were reached. The first Internal audits were conducted, and the Control Plan and System Revision implemented.

2002 - first half: At the end of the defined periods of time and upon ensuring that the System had been correctly implemented, Certification was requested from the certifying body, AENOR (Spanish Association for Standardisation and Certification).

2002 - December: AENOR CERTIFIED the Quality Process for the arrest and custody process for the people under arrest at the Bilbao Police Stations, under the ISO 9001 standard: 1994

2003: Year of implementation of the system for persons held in detention at the Vitoria-Gasteiz and Donostia-San Sebastian Police Stations.

2003: The model was adapted to the new ISO 9001:2000 Standard and certification was renewed.

2004: The Arrest Process Quality System was disseminated and implemented at all Police Stations and Traffic Units. A total of 3 units adopted the System.

2005: Work began on new procedures under the ISO standard: ways of acting in cases of Gender & Domestic Violence and the activities of the Explosive Unit. Apart from implementing different procedures under the general 9001:2008 standard, the Forensic Science Unit is focusing its endeavours on obtaining ENAC Accreditation , pursuant to 17025:2005 standard, for different tests (DNA forensic genetics, fingerprinting techniques to identify people), which is a specific standard for laboratory testing.

2006-2007: Once the above processes had been developed, they were subsequently disseminated and implemented. The relevant internal audits were conducted and certification for the new processes under the 9001:2000 standard was requested from AENOR, and Accreditation for the relevant processes under the 17025 standard from ENAC. (for the Forensic Science Unit)

2008: In April, AENOR certified the processes concerning domestic and gender violence, the activities of the EDU, and the physiognomic reports of the FSU. The Forensic Science Unit laboratories achieved accreditation for the aforementioned processes in September (formerly (DNA in forensic genetics, fingerprinting and identification of people).

2008: Work was undertaken to further develop the Quality Management System for new processes under the ISO standard in other Units such as the Mobile Squad, Canine Unit, Helicopter Unit, Protection Unit, etc., and to extend Accreditation to other processes of the FSU.

2009: The scope of the ISO 9001:2008 certification was extended in the Forensic Science Unit to the Evidence Management Process, implemented by Evidence Reception Department of the Technical Support Section.

2010: A Basque Government Interior Order, dated 5 February 2010, authorising the new structure of the Ertzaintza was published. The Planning Unit, answering to the new Inspection and Administration Division, was therefore up. The main function of the Unit is to foster the ongoing improvement of the Ertzaintza by means of assessment and review activities, reporting to and helping the Basque Government\\'s Vice-Ministry for Security in the implementation and in the aplication of procedures to organise and set targets for the police according to quality standards. Among its other functions, this Unit is entrusted with developing the Quality Management System.

2011: A further change to the structure of the Ertzaintza (Basque Police Force) meant that the Planning Unit staff joined the current Administration Unit, whose duties include managing the Q.M.S. (Quality Management System). The AENOR external audit highlighted the management review approach as one of the strengths of the system.  The approach is based on data collection analysis and defining scheduled improvement actions, with proof of their monitoring and control.  It likewise stressed the thoroughness of the internal audit when it came to detecting non-compliances and pinpointing areas for improvement."

2012:  In March, the audit was carried out to renew the QMS, by adapting the model to the ISO 9001:2008 standard and certifying the efficiency of the system and compliance of the processes included in the Quality Management System of the Ertzainza with the provisions of ISO 9001 standard:.  The Foundations were laid to integrate the new investigation project in the Ertzainza, and the changes that this would require, into the QMS.

2013: In April, the audit to monitor the Quality Management System was conducted, checking that the changes relating to the current structure of the Ertzaintza had been included in the management system.. The functions of the Ertzaintza Administration Unit were also changed to standardize the actions to be carried out as part of the QMS. After the audit,  AENOR concluded that the QMS efficiently complies with its objectives and it successfully passed the aforementioned audit.

2013: The Ertzaintza structure was changed by means of the Order of 20 November 2013. That change led to the disappearance of the Administration Unit, which up until then had been tasked with the management of the QMS, with its functions transferred to the newly-created General Secretary Unit. Along with this change, as part of the “2016 Horizon” Strategic Plan, the Ertzaintza adopted a Continuous Improvement Management, which will seek to expand management by processes, improving, adapting and streamlining the management of the existing ones.