The first ISO standard for service excellence related to digitalization, ISO/TS 19384:2026, Service excellence—Guidance for the application of digital approaches to achieve service excellence, was released recently, with Zheng Juaner,an expert from the China National Institute of Standardization (CNIS), serving as the project leader and convenor of ISO/TC 312/WG 5.

ISO/TS 19384:2026 gives guidance on applying ISO 23592, including principles, models and specific application methods, to achieve service excellence by implementing and using digital approaches. Based on the characteristics of digitalization for service excellence, it proposes key principles such as tailored solutions, security and reliability, inclusiveness, ethical compliance,environmental sustainability, as well as commonality and sharing. It also establishes a model for implementing service excellence through digital methods, and provides specific operational guidelines for the three stages, preparation for the application of digital methods, implementation of digital methods, and evaluation and improvement of the implementation results. The appendix further expounds on the self-assessment checklist for the application of digital methods, the classification of digital methods, and the corresponding relationship between digital methods and service excellence models.

ISO/TS 19384:2026 facilitates various types of service organizations to better apply digital methods to realize service excellence, which is applicable to organizations adopting or planning to adopt digital approaches to achieve service excellence. Its development is supported by countries including Germany, Japan, Russia, and India. Its domestic counterpart, GB/T 47137-2026, was released by SAMR.