Superintendency of Occupational Risks (Superintendencia de Riesgos del Trabajo – SRT) Resolution No. 219/2016 established a model for management by objectives and results with a view to providing quality services. This is one of the main management tools required to achieve the goal of meeting citizens’ needs and expectations more successfully.

SRT Resolution No. 260/2016 also provided for the first Customer Service Quality Management System; this was implemented at the Call Centre for Worker Assistance. The main objectives included:

• Improving the organization’s ability to meet citizens’ needs.
• Improving internal management processes, thus facilitating their integration.
• Adopting an integrated, process-based approach to organizational management that always focuses on quality and continual improvement.

Finally, in December 2016, the SRT helpline obtained ISO 9001:2015 Quality Certification, which covers the call centre primarily but also the various departments that support it.