A. BACKGROUND

Mongolia received a credit from the International Development Association (IDA) for the Strengthening Fiscal and Financial Stability Project (SFFSP). The Objective of the SFFS Project is designed to improve fiscal policy and sustainability in a mineral-based economy, protect the poor and vulnerable, and restore confidence in the financial sector. The project is designed into five components: (I) Strengthening Macroeconomic and Fiscal Management; (II) Improving the Efficiency of Public Financial Management; (III) Enhancing Financial Sector Stability; (IV) Strengthening the Social Protection System; (V) Project Management and Monitoring. The objectives are to Strengthening fiscal responsibility and implementing relevant policy measures, improving fiscal discipline, strengthening the resiliency of the banking system, improving public expenditure quality in social protection, providing support for Project implementation, coordination, monitoring, and evaluation, including, inter alia, audit arrangements, reporting requirements, procurement, and financial management activities respectively. For more details, please refer to the Project Appraisal Document Report No. PAD2269.

Within the framework of the drafting revised the Law on Social Welfare, it is becoming essential for the government to restructure several functions such are extending coverage of the social welfare services, and improving the service delivery system for the target groups, poor people, unemployment citizens, and clients consequently, the government is being required to support the activities vigorously aimed at achieving the proposed service development goals. This is because of the current legal framework, which imposes a substantial burden for the target groups and clients’ numerous steps for receiving labor and welfare services. On the other hand, it shows the demanding need for policy advancement, accessibility, and quality of labor and social welfare services.

As stated in Article 5.4 of “Vision — 2050”, Mongolian long-term development strategy policy which has been approved by the Mongolian Parliament as Annex 1 of the Resolution №52 in 2020, “Build a service that serves its citizens, also is professional, efficient, transparent, effective, and sophisticated.” Within the framework of implementing the 1st stage of the objective, which indicated as “Standards of quality is to be established, and make it available for citizens and the general public to monitor the public service as well as engraining service culture that wins the trust of people.” in Section 5 of Action Plan from 2021 to 2030.

The Labor and Welfare Service General Office (LWSGO) has a lack of experience in introducing the standards of a quality management system compared with the Labor and Welfare Service General Office (SIGO). The introduction of a quality management system in accordance with international ISO 9001:2015 only has initiated, 2020, and first implemented in Labor and Welfare Service Department in Tuv province. The introduction of the standard is important in promoting labor and social welfare service delivery for clients, strengthening management capacity, organizing an efficient management system, and ensuring the quality, accessibility, promptness, openness, and transparency of labor and social welfare services.

ISO 9001:2015 specifies requirements for a quality management system when an organization:

a) needs to demonstrate its ability to consistently provide products and services that meet customer and applicable statutory and regulatory requirements, and b) aims to enhance customer satisfaction through the effective application of the system, including processes for improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.

All the requirements of ISO 9001:2015 are generic and are intended to be applicable to any organization, regardless of its type or size, or the products and services it provides. The main objective is to improve management effectiveness by implementing a Quality Management System. Specific objectives for Quality Management projects: a) improve the business system (organization and management); b) improve the efficiency and effectiveness of organization operations; c) satisfy the demand of current or prospective customers for certification.

It is expected that the implementation of the standard in the labor and welfare service organization will achieve the following results:

• The quality of services provided to the target groups and clients of the Labor and Welfare Service Departments will be improved.
  
• The number of complaints and frustrations from citizens related to labor and welfare services will be reduced.

It will affect the workload of the Labor and Welfare Service Department provisions and districts and improve the quality of work.

The working environment of the Labor and Welfare Service Departments will be improved and job satisfaction will be improved.

• The staff of the Labor and Welfare Service Departments will be able to solve the problem as an opportunity by learning to use risk-based thinking.

Considering the need for establishing the Lead-Standard Labor and Welfare Service Centers it needs to improve organizational management and provide standard service delivery for clients and it needs to build staff capacity for the labor and welfare service sector.

Therefore MLSP requested to hire a professional entity to train on the implementation of a quality management system according to ISO 9001:2015 for the following Labor and Welfare Service Departments.

This includes within the framework of introducing Quality management system in the Labor and Welfare Service sector, introduce ISO 9001: 2015 quality management system standard in Labor and Social Welfare General Office, Welfare Office of the Capital City, and Labor Welfare Service Departments of Dornod, Sukhbaatar, Uvs, Khovd, Govisumber, Dornogovi, Umnugovi, Uvurkhangai, Khuvsgul provinces, Khan-Uul, Baganuur, and Nalaikh districts.

B. OBJECTIVE OF THE ASSIGNMENT

The objective of this assignment is to develop the culture of the labor and welfare service organizations, strengthen the management capacity, organize the management and control system efficiently and effectively, and ensure the quality, prompt and open transparency of labor and welfare services, a set of training of international standard MNS ISO 9001: 2016 (ISO 9001: 2015) organize online and classroom.

C. SCOPE OF THE WORK

The training on the implementation of a quality management system according to ISO 9001:2015 shall be covered all employees of the Labor Social Welfare Departments, it is to improve the implementation of quality management of both welfare and employment services of the same office.

The following set of training will be organized in order to bring the activities of the LWSGO and Labor and Welfare Service Departments in line with MNS ISO 9001: 2016 (ISO 9001: 2015) standards:

Task I. To deliver training on quality management (ISO 9001:2015) for the following 8 aimags (provinces) Labor and Welfare Service Departments. ANNEX 1 included the training program and plan.

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