Against the backdrop of rapid digital transformation and intensifying global competition, enterprises are increasingly enhancing competitiveness through differentiated services and widely adopting digital methods in service design, delivery, and supervision. Recently, ISO released ISO/TS 19384:2026, Service excellence—Guidance for the application of digital approaches to achieve service excellence. This is ISOs first international standard on service excellence related to digitalization, led by CNIS experts serving as independent project leader and working group convenor.
The technical specification provides guidance on applying digital approaches to achieve service excellence, covering key principles, application models, and specific methods. It outlines principles such as customization, security and reliability, inclusiveness, ethical compliance, environmental sustainability, and interoperability and sharing. It also proposes a structured model around three stages: preparation, implementation, and evaluation/improvement of digital approaches, with detailed operational guidance for each stage. Annexes include self-assessment checklists, classification of digital methods, and the correspondence between digital methods and quality service models.
ISO/TS 19384:2026 will help guide service organizations in effectively applying digital approaches to achieve genuine service excellence. It is applicable to organizations that have adopted or plan to adopt digital approaches. The standard has received support from more than ten countries, including Germany, Japan, Russia, and India. Its development has been participated in by experts from institutions such as China Southern Power Grid User Ecosystem Operation Co., Ltd., Zhejiang University of Finance and Economics, and the China Academy of Transportation Sciences.
The corresponding national standard GB/T 47137-2026 was officially released and implemented according to an announcement issued by the State Administration for Market Regulation (SAMR) on January 28, 2026.
