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 Social Insurance laws, it is becoming essential for the government to restructure several functions such are extending coverage of the social insurance services, and improving the service delivery system for the citizens, insureds, pensioners, and customers, 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 insureds and employers and clients’ numerous steps for receiving social insurance services. On the other hand, it shows the demanding need for policy advancement, accessibility, and quality of social insurance 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.

Social Insurance General Office (SIGO) has the experience of being a pioneer amongst public administrative organizations in introducing the standards of a quality management system. The introduction of a quality management system in accordance with international ISO 9001:2008 has been initiated by the Director of SIGO with A/101 order on the 10th of July, 2014, and first implemented in Social Insurance General Office, and Social Insurance Departments in Dornod province and Khan-Uul District.

In order to bring in the quality management system in compliance with ISO9001:2008, the Social Insurance Organization inevitably needed the services of a professional organization and signed a cooperation agreement with the Mongolian Productivity Center (MPC). Within the framework of the cooperation, a total of 32 internal pieces of training was organized involving 840 overlapping numbers of employees, providing information and knowledge on the Quality management system to employees of all levels.

One of the essentials in introducing quality management standards is to train an internal auditor, and a total of 41 inspectors and employees were trained as an auditor with 3-4 phase training.

Therefore, in order to confirm the introduction of the quality management system consistent with the International standards, turned to the “Hong-Kong Veritas” Accreditation Service for an audit at the SIGO, and Social Insurance Departments in Dornod province and Khan-Uul district. The audits were performed in November of 2015, December of 2015, and January of 2016 and became certified with the quality management system of ISO9001:2008. In compliance with the standard requirement, post-certification audits were performed successfully.

The introduction of these standards is important in promoting a culture of social insurance, strengthening management capacity, organizing an efficient management system, and ensuring the quality, accessibility, promptness, openness, and transparency of social insurance services.

Consequently, we have been working to introduce, implement and continuously improve the quality management system in the sector, and thus far the following units have been introduced.

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