oSIST ISO/DIS 17582:2013

TECHNICAL ISO/TS
SPECIFICATION 17582
First edition
2014-02-15
Quality management systems —
Particular requirements for the
application of ISO 9001:2008 for
electoral organizations at all levels of
government
Systèmes de management de la qualité — Exigences particulières
pour l’application de l’ISO 9001:2008 aux organismes électoraux à
tous les niveaux du gouvernement
Reference number
ISO/TS 17582:2014(E)
©
ISO 2014

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ISO/TS 17582:2014(E)

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© ISO 2014
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ISO/TS 17582:2014(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
1.1 General . 1
1.2 Application . 2
2 Normative references . 2
3 Terms and definitions . 3
3.1 Terms related to electoral quality management system . 3
3.2 Terms related to electoral infrastructure and logistics . 4
3.3 Terms related to voting . 5
4 Quality management system . 6
4.1 General requirements . 6
4.2 Documentation requirements. 7
5 Management responsibility .14
5.1 Management commitment .14
5.2 Client focus .15
5.3 Quality policy .15
5.4 Planning .15
5.5 Responsibility, authority and communication .16
5.6 Management review .17
6 Resource management .18
6.1 Provision of resources .18
6.2 Human resources .18
6.3 Infrastructure .19
6.4 Work environment .20
7 Product realization .21
7.1 Planning of product realization .21
7.2 Customer-related processes .22
7.3 Design and development .23
7.4 Purchasing .26
7.5 Production and service provision .27
7.6 Control of monitoring and measuring equipment .29
8 Measurement, analysis and improvement .30
8.1 General .30
8.2 Monitoring and measurement .30
8.3 Control of nonconforming product .32
8.4 Analysis of data .33
8.5 Improvement .33
Annex A (informative) Concept diagrams .35
Annex B (informative) Electoral processes .39
Bibliography .43
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ISO/TS 17582:2014(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any
patent rights identified during the development of the document will be in the Introduction and/or on
the ISO list of patent declarations received (see www.iso.org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is Technical Committee ISO/TC 176, Quality management
and quality assurance.
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ISO/TS 17582:2014(E)

Introduction
0.1 General
Conduct of periodic, free and fair elections by secret ballot is the fundamental distinctive characteristic
of a democratic political system. As such, the sustainability of the democratic political system is reliant
on effectively defined, implemented and controlled electoral services. The ultimate goal is to elect those
who will hold public office and to decide ballot proposals that affect the populace.
Vote casting is an expression of the fundamental political right to participate in public affairs guaranteed
by human rights instruments such as the Universal Declaration of Human Rights. This process is based
on the principle of one-person one-vote, without restrictions based on race, gender, religion, and social
status. The registration and identification of eligible voters and the registration of political organizations
and candidates are essential to the electoral process.
Every electoral system has its own set of regulations, which vary between countries according to their
individual culture and tradition, and even within states where federal systems exist. The electoral
process is composed of a series of interrelated processes, conducted by the electoral bodies, political
organizations and the citizenship. These essential elements include determining who is eligible to vote,
registration of political organizations and candidates, electoral logistics, casting, counting and accurate
recording of votes, declaration of results, electoral education, oversight of campaign financing and
resolution of electoral disputes.
Electoral bodies are institutions that have responsibility for the administration of the electoral process,
including the preparation, organization, management, monitoring and promotion of the election, the
casting of the votes and counting of the ballots, the resolution of electoral disputes or the official
declaration of the election results.
The full and transparent implementation of each process constitutes the basis for the electoral body to
achieve legitimacy.
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ISO/TS 17582:2014(E)

In this Technical Specification, the text reproduced from ISO 9001:2008 is placed in boxes, in order to
distinguish it from the sector-specific guidance given for each clause.
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.1 General
The adoption of a quality management system should be a strategic decision of an organization. The design and
implementation of an organization’s quality management system is influenced by
a) its organizational environment, changes in that environment, and the risks associated with that environ-
ment,
b) its varying needs,
c) its particular objectives,
d) the products it provides,
e) the processes it employs,
f) its size and organizational structure.
It is not the intent of this International Standard to imply uniformity in the structure of quality management
systems or uniformity of documentation.
The quality management system requirements specified in this International Standard are complementary
to requirements for products. Information marked “NOTE” is for guidance in understanding or clarifying the
associated requirement.
This International Standard can be used by internal and external parties, including certification bodies, to
assess the organization’s ability to meet customer, statutory and regulatory requirements applicable to the
product, and the organization’s own requirements.
The quality management principles stated in ISO 9000 and ISO 9004 have been taken into consideration during
the development of this International Standard.
The design and implementation of an electoral body’s quality management system is influenced by
its obligations under the applicable legal framework as determined by international law, national
constitutions and national law.
The electoral quality management system requirements specified in this Technical Specification are
complementary to requirements for the electoral service provided by the applicable legal framework
and the electoral body.
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ISO/TS 17582:2014(E)

0.2 Process approach
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.2 Process approach
This International Standard promotes the adoption of a process approach when developing, implementing and
improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting
customer requirements.
For an organization to function effectively, it has to determine and manage numerous linked activities. An
activity or set of activities using resources, and managed in order to enable the transformation of inputs into
outputs, can be considered as a process. Often the output from one process directly forms the input to the next.
The application of a system of processes within an organization, together with the identification and inter-
actions of these processes, and their management to produce the desired outcome, can be referred to as the
“process approach“.
An advantage of the process approach is the ongoing control that it provides over the linkage between the indi-
vidual processes within the system of processes, as well as over their combination and interaction.
When used within a quality management system, such an approach emphasizes the importance of
a) understanding and meeting requirements,
b) the need to consider processes in terms of added value,
c) obtaining results of process performance and effectiveness, and
d) continual improvement of processes based on objective measurement.
The model of a process-based quality management system shown in Figure 1 illustrates the process link-
ages presented in Clauses 4 to 8. This illustration shows that customers play a significant role in defining
requirements as inputs. Monitoring of customer satisfaction requires the evaluation of information relating to
customer perception as to whether the organization has met the customer requirements. The model shown in
Figure 1 covers all the requirements of this International Standard, but does not show processes at a detailed
level.
NOTE In addition, the methodology known as “Plan-Do-Check-Act” (PDCA) can be applied to all processes.
PDCA can be briefly described as follows.
Plan: establish the objectives and processes necessary to deliver results in accordance with customer
requirements and the organization’s policies.
Do: implement the processes.
Check: monitor and measure processes and product against policies, objectives and requirements for the
product and report the results.
Act: take actions to continually improve process performance.
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ISO/TS 17582:2014(E)

Elections can only occur when citizens exercise their right to vote. Voter registration is a condition for
the establishment of the electoral process. Identification of eligibility and registration of eligible voters
are essential to the electoral process.
By registering to contest elections, political organizations and candidates legally formalize their
participation in the electoral process. This may entitle them to receive public funding for their campaign
in accordance with the applicable legal framework as well as the establishment of clear and unambiguous
criteria to determine who is eligible to vote.
The electoral bodies must plan the election day logistics well in advance of the electoral event. Key
factors in logistics are the efficient distribution of electoral materials, establishment of voting stations
and provision of voting equipment.
Vote casting and vote counting go hand in hand. Counting votes is a task of paramount importance, since
the results of the process reflect the will of the electorate. When done in a transparent and accurate
manner it increases confidence in elections and acceptance of the final results.
It is essential that voters are aware of the different stages of the electoral process. Electoral education
is a continual process that spans the entire electoral process. Processes are established to ensure that
information relating to candidates, ballot proposals and voting locations is available to voters prior to
the election.
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ISO/TS 17582:2014(E)

The declaration of results is the legally binding conclusion of the process by which the electoral body
proclaims the results of the election. Additionally, there should be fair and timely resolution and
communication of electoral complaints and appeals.
The full and transparent implementation of each electoral process constitutes the basis for the electoral
body to achieve legitimacy. Collectively, these processes constitute an electoral event and occur in three
stages: before, during and after the election.
0.3 Relationship with ISO 9004
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.3 Relationship with ISO 9004
ISO 9001 and ISO 9004 are quality management system standards which have been designed to complement
each other, but can also be used independently.
ISO 9001 specifies requirements for a quality management system that can be used for internal application
by organizations, or for certification, or for contractual purposes. It focuses on the effectiveness of the quality
management system in meeting customer requirements.
At the time of publication of this International Standard, ISO 9004 is under revision. The revised edition of
ISO 9004 will provide guidance to management for achieving sustained success for any organization in a com-
plex, demanding, and ever changing, environment. ISO 9004 provides a wider focus on quality management
than ISO 9001; it addresses the needs and expectations of all interested parties and their satisfaction, by the
systematic and continual improvement of the organization’s performance. However, it is not intended for certi-
fication, regulatory or contractual use.
NOTE Since the publication of ISO 9001:2008, and at the time of publication of this Technical Specification,
the revision of ISO 9004 has been completed and ISO 9004:2009 has been published.
There is no sector-specific guidance.
0.4 Compatibility with other management systems
ISO 9001:2008, Quality management systems — Requirements
Introduction
0.4 Compatibility with other management systems
During the development of this International Standard, due consideration was given to the provisions of
ISO 14001:2004 to enhance the compatibility of the two standards for the benefit of the user community.
Annex A shows the correspondence between ISO 9001:2008 and ISO 14001:2004.
This International Standard does not include requirements specific to other management systems, such
as those particular to environmental management, occupational health and safety management, financial
management or risk management. However, this International Standard enables an organization to align or
integrate its own quality management system with related management system requirements. It is possible for
an organization to adapt its existing management system(s) in order to establish a quality management system
that complies with the requirements of this International Standard.
There is no sector-specific guidance.
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TECHNICAL SPECIFICATION ISO/TS 17582:2014(E)
Quality management systems — Particular requirements
for the application of ISO 9001:2008 for electoral
organizations at all levels of government
1 Scope
1.1 General
ISO 9001:2008, Quality management systems — Requirements
1 Scope
1.1 General
This International Standard specifies requirements for a quality management system where an organization
a) needs to demonstrate its ability to consistently provide product that meets customer and applicable statu-
tory and regulatory requirements, and
b) aims to enhance customer satisfaction through the effective application of the system, including processes
for continual improvement of the system and the assurance of conformity to customer and applicable statutory
and regulatory requirements.
NOTE 1 In this International Standard, the term “product” only applies to
a) product intended for, or required by, a customer,
b) any intended output resulting from the product realization processes.
NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.
This Technical Specification specifies requirements for a quality management system where an electoral
organization
a) needs to demonstrate its ability to manage elections by secret ballot, which provide reliable,
transparent, free and fair results that comply with electoral requirements;
b) within the established legal framework, aims to enhance the trust and confidence of citizens,
candidates, political organizations, and other electoral interested parties through the effective
implementation of the electoral quality management system, including processes for continual
improvement.
NOTE 1 Electoral bodies can be constituted to reflect local legal requirements.
NOTE 2 In this Technical Specification the term “product” only applies to the electoral service provided by an
electoral body.
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ISO/TS 17582:2014(E)

1.2 Application
ISO 9001:2008, Quality management systems — Requirements
1 Scope
1.2 Application
All requirements of this International Standard are generic and are intended to be applicable to all organiza-
tions, regardless of type, size and product provided.
Where any requirement(s) of this International Standard cannot be applied due to the nature of an organiza-
tion and its product, this can be considered for exclusion.
Where exclusions are made, claims of conformity to this International Standard are not acceptable unless
these exclusions are limited to requirements within Clause 7, and such exclusions do not affect the organiza-
tion’s ability, or responsibility, to provide product that meets customer and applicable statutory and regulatory
requirements.
This Technical Specification applies to the election period, including pre-election and post-election
activities or processes.
This Technical Specification applies to all electoral bodies involved in any aspect of the electoral process,
whether they are permanent organizations or temporary organizations established in support of a
particular election period.
This Technical Specification is applicable to elections at all levels of government, whether local, regional
or national. Where exclusions are made outside of Clause 7, claims of conformity to this Technical
Specification are not acceptable unless these exclusions resolve conflicts with the applicable legal
framework and do not contravene the Universal Declaration of Human Rights or the International
Covenant on Civil and Political Rights.
Subject to the stated scope of the electoral quality management system [see 4.2.2], the requirements
of this Technical Specification apply to the electoral body’s implementation of the following electoral
processes, as specified in Annex B:
a) voter registration;
b) registration of political organizations and candidates;
c) electoral logistics;
d) vote casting;
e) vote counting and declaration of results;
f) electoral education;
g) oversight of campaign financing;
h) resolution of electoral disputes.
2 Normative references
ISO 9001:2008, Quality management systems — Requirements
2 Normative references
The following referenced documents are indispensable for the application of this document. For dated refer-
ences, only the edition cited applies. For undated references, the latest edition of the referenced document
(including any amendments) applies.
ISO 9000:2005, Quality management systems — Fundamentals and vocabulary
There is no sector-specific guidance.
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ISO/TS 17582:2014(E)

3 Terms and definitions
ISO 9001:2008, Quality management systems — Requirements
3 Terms and definitions
For the purposes of this document, the terms and definitions given in ISO 9000 apply.
Throughout the text of this International Standard, wherever the term “product” occurs, it can also mean “ser-
vice”.
For the purposes of this document, the terms and definitions given in ISO 9000 and the following apply.
3.1 Terms related to electoral quality management system
3.1.1
electoral body
public institution having legal and administrative responsibility for the preparation and conduct of
elections (3.2.7) according to the legal framework of the country
Note 1 to entry: The responsibility involves all aspects of conducting an election (3.2.7) and includes related
activities such as referenda, citizen initiatives or revocation of the mandate and balloting.
3.1.2
outsourced electoral process
process that the electoral body (3.1.1) needs for its electoral quality management system (3.1.6) and that
the electoral body chooses to have performed by an external party
3.1.3
ballot proposal
legislation proposal or policy question submitted for vote by the electorate (3.2.8)
Note 1 to entry: There are several types of ballot proposal. These differ based on who is motivating the ballot
proposal, whether it is a citizen or the legislature, and the people who are to form the electorate for the ballot
proposal.
Note 2 to entry: Proposals concerning the election of candidates (3.2.1) for public office are generally not
considered to be ballot proposals.
3.1.4
electoral service development plan
specification of the requirements to be met by an electoral body (3.1.1) in the delivery of its electoral
service (3.1.5) in documented form
3.1.5
electoral service
legal and administrative practices and processes performed by the electoral body (3.1.1)
Note 1 to entry: The electoral service is required to fulfil the electoral body’s responsibilities to the electorate and
other electoral clients (3.1.11) in compliance with the legal framework.
3.1.6
electoral quality management system
quality management system for electoral bodies (3.1.1)
3.1.7
electoral quality manual
document specifying the electoral quality management sys
...

ESPECIFICACIÓN ISO/TS
TÉCNICA 17582
Primera edición
Traducción oficial
2014-02-15
Official translation
Traduction officielle
Sistemas de gestión de la calidad —
Requisitos específicos para la
aplicación de la Norma ISO 9001:2008
a organizaciones electorales en todos
los niveles de gobierno
Quality management systems — Particular requirements for the
application of ISO 9001:2008 for electoral organizations at all levels
of government
Systèmes de management de la qualité — Exigences particulières
pour l’application de l’ISO 9001:2008 aux organismes électoraux à
tous les niveaux du gouvernement
Publicado por la Secretaría Central de ISO en Ginebra, Suiza, como
traducción oficial en español avalada por el Translation Working
Group, que ha certificado la conformidad en relación con las
versiones inglesa y francesa.
Número de referencia
ISO/TS 17582:2014 (traducción oficial)
©
ISO 2014

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ISO/TS 17582:2014 (traducción oficial)

DOCUMENTO PROTEGIDO POR COPYRIGHT
© ISO 2014, Publicado en Suiza
Reservados los derechos de reproducción. Salvo prescripción diferente, no podrá reproducirse ni utilizarse ninguna parte de
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www.iso.org
Traducción oficial/Official translation/Traduction officielle
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ISO/TS 17582:2014 (traducción oficial)

Índice Página
Prólogo .v
Introducción .vii
1 Objeto y campo de aplicación. 1
1.1 Generalidades . 1
1.2 Aplicación . 2
2 Referencias Normativas . 2
3 Términos y definiciones . 3
3.1 Términos relacionados con el sistema de gestión de calidad electoral . 3
3.2 Términos relacionados con la infraestructura y logística electoral. 4
3.3 Términos relacionados con la votación . 5
4 Sistema de gestión de calidad . 7
4.1 Requisitos generales . 7
4.2 Requisitos de la documentación . 8
4.2.1 Generalidades . 8
4.2.2 Manual de calidad . 8
4.2.3 Control de los documentos . 9
4.2.4 Control de los registros .12
5 Responsabilidad de la dirección .16
5.1 Compromiso de la dirección .16
5.2 Enfoque al cliente .16
5.3 Política de calidad .16
5.4 Planificación .17
5.4.1 Objetivos de la calidad .17
5.4.2 Planificación del sistema de gestión de la calidad .17
5.5 Responsabilidad, autoridad y comunicación .17
5.5.1 Responsabilidad y autoridad.17
5.5.2 Representante de la dirección .18
5.5.3 Comunicación interna .18
5.6 Revisión por la dirección .18
5.6.1 Generalidades .18
5.6.2 Información de entrada para la revisión .19
5.6.3 Resultados de la revisión .19
6 Gestión de los recursos .19
6.1 Provisión de recursos .19
6.2 Recursos humanos .20
6.2.1 Generalidades .20
6.2.2 Competencia, formación y toma de conciencia .20
6.3 Infraestructura .21
6.3.1 Infraestructura para el proceso de registro electoral y de registro de
organizaciones políticas y candidatos .21
6.3.2 Infraestructura para la logística electoral .21
6.3.3 Infraestructura para la emisión del sufragio .21
6.3.4 Infraestructura para el escrutinio de votos y la declaración de resultados .22
6.4 Ambiente de trabajo .22
7 Realización del producto .23
7.1 Planificación de la ejecución de los procesos electorales .23
7.2 Procesos relacionados con el cliente.23
7.2.1 Determinación de los requisitos relacionados con el servicio .23
7.2.2 Revisión de los requisitos relacionados con el servicio .24
7.2.3 Comunicación con el cliente.24
7.3 Diseño y desarrollo .25
7.3.1 Planificación del diseño y desarrollo .25
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ISO/TS 17582:2014 (traducción oficial)

7.3.2 Elementos de entrada para el diseño y desarrollo .25
7.3.3 Resultados del diseño y desarrollo .26
7.3.4 Revisión del diseño y desarrollo .26
7.3.5 Verificación del diseño y desarrollo .26
7.3.6 Validación del diseño y desarrollo .27
7.3.7 Control de los cambios del diseño y desarrollo .27
7.4 Compras .27
7.4.1 Proceso de compras .27
7.4.2 Información de las compras .28
7.4.3 Verificación de los productos o servicios comprados .28
7.5 Producción y prestación del servicio .28
7.5.1 Control de la producción y de la prestación del servicio .28
7.5.2 Validación de los procesos de la producción y de la prestación del servicio .29
7.5.3 Identificación y trazabilidad .29
7.5.4 Propiedad del cliente .30
7.5.5 Preservación del producto .30
7.6 Control de los equipos de seguimiento y de medición .31
8 Medición, análisis y mejora .32
8.1 Generalidades .32
8.2 Seguimiento y medición .32
8.2.1 Satisfacción del cliente .32
8.2.2 Auditoría interna .33
8.2.3 Seguimiento y medición de los procesos .33
8.2.4 Seguimiento y medición del servicio electoral .34
8.3 Control del producto no conforme .34
8.4 Análisis de datos .35
8.5 Mejora .35
8.5.1 Mejora continua .35
8.5.2 Acción correctiva .36
8.5.3 Acción preventiva .36
Anexo A (informativo) Diagrama de Conceptos .37
Anexo B (informativo) Procesos Electorales .41
Bibliografía .45
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ISO/TS 17582:2014 (traducción oficial)

Prólogo
ISO (Organización Internacional de Normalización) es una federación mundial de organismos
nacionales de normalización (organismos miembros de ISO). El trabajo de preparación de las normas
internacionales normalmente se realiza a través de los comités técnicos de ISO. Cada organismo
miembro interesado en una materia para la cual se haya establecido un comité técnico, tiene el derecho
de estar representado en dicho comité. Las organizaciones internacionales, públicas y privadas, en
coordinación con ISO, también participan en el trabajo. ISO colabora estrechamente con la Comisión
Electrotécnica Internacional (IEC) en todas las materias de normalización electrotécnica.
En la parte 1 de las Directivas ISO/IEC se describen los procedimientos utilizados para desarrollar
esta norma y para su mantenimiento posterior. En particular debería tomarse nota de los diferentes
criterios de aprobación necesarios para los distintos tipos de documentos ISO. Esta norma se redactó
de acuerdo a las reglas editoriales de la parte 2 de las Directivas ISO/IEC. www.iso.org/directives.
Se llama la atención sobre la posibilidad de que algunos de los elementos de este documento puedan
estar sujetos a derechos de patente. ISO no asume la responsabilidad por la identificación de cualquiera
o todos los derechos de patente. Los detalles sobre cualquier derecho de patente identificado durante
el desarrollo de esta norma se indican en la introducción y/o en la lista ISO de declaraciones de patente
recibidas. www.iso.org/patents.
Cualquier nombre comercial utilizado en esta norma es información a la atención de los usuarios y no
constituyen una recomendación.
Para obtener una explicación sobre el significado de los términos específicos de ISO y expresiones
relacionadas con la evaluación de la conformidad, así como información de la adhesión de ISO a los
principios de la OMC (Organización Mundial del Comercio) respecto a los obstáculos técnicos al
comercio (TBT), véase la siguiente dirección: http://www.iso.org/iso/home/standards_development/
resources-for-technical-work/foreword.htm.
El comité responsable de esta Norma es el ISO/TC 176, Gestión y aseguramiento de la calidad.
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ISO/TS 17582:2014 (traducción oficial)

Prólogo de la versión en español
Esta Norma Internacional ha sido traducida por el Grupo de Trabajo Spanish Translation Task Force
(STTF) del Comité Técnico ISO/TC 176, Gestión y aseguramiento de la calidad, en el que participan
representantes de los organismos nacionales de normalización y representantes del sector empresarial
de los siguientes países:
Argentina, Bolivia, Chile, Colombia, Costa Rica, Ecuador, Estados Unidos de América, México, Perú y
Uruguay.
Igualmente, en el citado Grupo de Trabajo participan representantes de COPANT (Comisión
Panamericana de Normas Técnicas) e INLAC (Instituto Latinoamericano de la Calidad).
Esta traducción es parte del resultado del trabajo que el Grupo ISO/TC 176, viene desarrollando desde
su creación en el año 1999 para lograr la unificación de la terminología en lengua española en el ámbito
de la gestión de la calidad.
Traducción oficial/Official translation/Traduction officielle
vi © ISO 2014 – Todos los derechos reservados

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ISO/TS 17582:2014 (traducción oficial)

Introducción
0.1 Generalidades
La característica fundamental y distintiva de los sistemas políticos democráticos es celebrar elecciones
periódicas, libres y transparentes por medio del voto secreto. Como tal, la sostenibilidad de un
sistema político democrático se apoya en servicios electorales efectivamente definidos, implantados
y controlados. El objetivo final es elegir a aquellos que ocuparán cargos públicos y decidir en las
propuestas de votación que afecten al pueblo.
La emisión del voto es una expresión del derecho político fundamental de participar en asuntos
públicos, garantizado por los instrumentos de derechos humanos tales como la Declaración Universal
de Derechos Humanos. Este proceso se basa en el principio de “una persona - un voto”, sin distinción de
raza, género, religión y estatus social. Para el proceso electoral es esencial el registro y la identificación
de los votantes habilitados y el registro de organizaciones políticas y candidatos.
Cada sistema electoral tiene su propio conjunto de regulaciones, que varían entre los países dependiendo
de la cultura y tradición de cada uno, e incluso entre estados de un mismo país donde existen sistemas
federales. El proceso electoral se compone de una serie de procesos interrelacionados, conducidos por
los organismos electorales, las organizaciones políticas y la ciudadanía. Estos elementos esenciales
incluyen determinar quién es un elector habilitado, el registro de organizaciones políticas y candidatos,
la logística electoral, la emisión del voto, el recuento y registro de los votos, la declaración de resultados,
la educación electoral, la fiscalización de la financiación de las campañas electorales y la resolución de
conflictos electorales.
Los organismos electorales son instituciones que tienen la responsabilidad de la administración de
los procesos electorales, lo que incluye la preparación, la organización, la gestión, la supervisión y
la promoción de la elección, la emisión del voto y el recuento de las papeletas de votación, resolver
conflictos conflicto electorales y la declaración oficial de los resultados de la elección.
La implementación íntegra y transparente de cada proceso constituye la base para que el organismo
electoral obtenga legitimidad.
Traducción oficial/Official translation/Traduction officielle
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ISO/TS 17582:2014 (traducción oficial)

En esta Especificación Técnica, el texto reproducido de la Norma ISO 9001:2008 se localiza en recuadros,
para distinguirlos de las directrices específicas del sector proporcionadas en cada capítulo.
ISO 9001:2008, Sistemas de gestión de calidad — Requisitos
Introducción
0.1 Generalidades
La adopción de un sistema de gestión de la calidad debería ser una decisión estratégica de la organización. El
diseño y la implementación del sistema de gestión de la calidad de una organización están influenciados por:
a) el entorno de la organización, los cambios en ese entorno y los riesgos asociados con ese entorno,
b) sus necesidades cambiantes,
c) sus objetivos particulares,
d) los productos que proporciona,
e) los procesos que emplea,
f) su tamaño y la estructura de la organización.
No es el propósito de esta Norma Internacional proporcionar uniformidad en la estructura de los sistemas de
gestión de la calidad o en la documentación.
Los requisitos del sistema de gestión de la calidad especificados en esta Norma Internacional son complementarios
a los requisitos para los productos. La información identificada como “NOTA” se presenta a modo de orientación
para la comprensión o clarificación del requisito correspondiente.
Esta Norma Internacional pueden utilizarla partes internas y externas, incluyendo organismos de certificación,
para evaluar la capacidad de la organización para cumplir los requisitos del cliente, los legales y los reglamentarios
aplicables al producto y los propios de la organización.
En el desarrollo de esta Norma Internacional se han tenido en cuenta los principios de gestión de la calidad enun-
ciados en las Normas ISO 9000 e ISO 9004.
Las obligaciones bajo el marco legal aplicable determinado por las leyes internacionales, las
constituciones nacionales y la ley nacional, influyen en el diseño e implementación de un sistema de
gestión de la calidad de un organismo electoral.
Los requisitos del sistema de gestión de la calidad electoral especificados en esta Especificación Técnica
se complementan con los requisitos del servicio electoral suministrados por el marco legal aplicable y
el organismo electoral.
Traducción oficial/Official translation/Traduction officielle
viii © ISO 2014 – Todos los derechos reservados

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ISO/TS 17582:2014 (traducción oficial)

0.2 Enfoque basado en procesos
ISO 9001:2008, Sistemas de gestión de la calidad — Requisitos
Introducción
0.2 Enfoque basado en procesos
Esta Norma Internacional promueve la adopción de un enfoque basado en procesos cuando se desarrolla, imple-
menta y mejora la eficacia de un sistema de gestión de la calidad, para aumentar la satisfacción del cliente mediante
el cumplimiento de sus requisitos.
Para que una organización funcione de manera eficaz, tiene que determinar y gestionar numerosas actividades
relacionadas entre sí. Una actividad o un conjunto de actividades que utiliza recursos, y que se gestiona con el fin
de permitir que los elementos de entrada se transformen en resultados, se puede considerar como un proceso.
Frecuentemente el resultado de un proceso constituye directamente el elemento de entrada del siguiente proceso.
La aplicación de un sistema de procesos dentro de la organización, junto con la identificación e interacciones
de estos procesos, así como su gestión para producir el resultado deseado, puede denominarse como “enfoque
basado en procesos”.
Una ventaja del enfoque basado en procesos es el control continuo que proporciona sobre los vínculos entre los
procesos individuales dentro del sistema de procesos, así como sobre su combinación e interacción.
Un enfoque de este tipo, cuando se utiliza dentro de un sistema de gestión de la calidad, enfatiza la importancia de:
a) la comprensión y el cumplimiento de los requisitos,
b) la necesidad de considerar los procesos en términos que aporten valor,
c) la obtención de resultados del desempeño y eficacia del proceso, y
d) la mejora continua de los procesos con base en mediciones objetivas.
El modelo de un sistema de gestión de la calidad basado en procesos que se muestra en la Figura 1 ilustra los vín-
culos entre los procesos presentados en los Capítulos 4 a 8. Esta figura muestra que los clientes juegan un papel
significativo para definir los requisitos como elementos de entrada. El seguimiento de la satisfacción del cliente
requiere la evaluación de la información relativa a la percepción del cliente acerca de si la organización ha cum-
plido sus requisitos. El modelo mostrado en la Figura 1 cubre todos los requisitos de esta Norma Internacional,
pero no refleja los procesos de una forma detallada.
NOTA De manera adicional, puede aplicarse a todos los procesos la metodología conocida como “Planificar-Ha-
cer-Verificar-Actuar” (PHVA). PHVA puede describirse brevemente como:
Planificar: establecer los objetivos y procesos necesarios para conseguir resultados de acuerdo con los requisitos
del cliente y las políticas de la organización.
Hacer: implementar los procesos.
Verificar: realizar el seguimiento y la medición de los procesos y los productos respecto a las políticas, los objetivos
y los requisitos para el producto, e informar sobre los resultados.
Actuar: tomar acciones para mejorar continuamente el desempeño de los procesos.
Traducción oficial/Official translation/Traduction officielle
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ISO/TS 17582:2014 (traducción oficial)

Figura 1 — Modelo de un sistema de gestión de la calidad basado en procesos
Solamente se pueden dar elecciones cuando los ciudadanos ejercen su derecho al voto. Una condición
para el establecimiento del proceso electoral es el registro del votante La identificación del cumplimiento
de requisitos y el registro de los votantes habilitados son esenciales para el proceso electoral.
Al registrarse para participar en las elecciones, las organizaciones políticas y los candidatos formalizan
legalmente su participación en el proceso electoral. Esto puede dar el derecho a recibir financiación
pública para su campaña, en conformidad con el marco legal aplicable, así como el establecimiento de
criterios claros y sin ambigüedad para determinar quién es elegible para votar.
Los organismos electorales tienen que planificar la logística para el día de las elecciones con mucha
antelación al evento electoral. Los factores clave en la logística son la distribución eficiente de los
materiales electorales, el establecimiento de los centros de votación y el abastecimiento del equipo de
votación.
La emisión del voto y el recuento de votos van de la mano. El recuento de votos es una tarea de
primordial importancia, ya que los resultados del proceso reflejan la voluntad del electorado. Cuando se
realiza de manera transparente y precisa aumenta la confianza en las elecciones y la aceptación de los
resultados finales.
Es esencial que los votantes sean conscientes de las diferentes etapas del proceso electoral.
...

SLOVENSKI STANDARD
oSIST ISO/DIS 17582:2012
01-oktober-2012
Sistemi vodenja kakovosti za volilne organe - Zahteve
Quality management systems for electoral bodies - Requirements
Systèmes de management de la qualité pour les corps électoraux -- Exigences
Ta slovenski standard je istoveten z: ISO/DIS 17582
ICS:
03.120.10 Vodenje in zagotavljanje Quality management and
kakovosti quality assurance
oSIST ISO/DIS 17582:2012 en
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST ISO/DIS 17582:2012

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oSIST ISO/DIS 17582:2012

DRAFT INTERNATIONAL STANDARD ISO/DIS 17582
ISO/TC 176 Secretariat: SCC
Voting begins on Voting terminates on

2012-07-20 2012-10-20
INTERNATIONAL ORGANIZATION FOR STANDARDIZATION    МЕЖДУНАРОДНАЯ ОРГАНИЗАЦИЯ ПО СТАНДАРТИЗАЦИИ    ORGANISATION INTERNATIONALE DE NORMALISATION


Quality management systems for electoral bodies —
Requirements —
Systèmes de management de la qualité pour les corps électoraux — Exigences

ICS 03.120.10









To expedite distribution, this document is circulated as received from the committee
secretariat. ISO Central Secretariat work of editing and text composition will be undertaken at
publication stage.
Pour accélérer la distribution, le présent document est distribué tel qu'il est parvenu du
secrétariat du comité. Le travail de rédaction et de composition de texte sera effectué au
Secrétariat central de l'ISO au stade de publication.

IMPORTANT: This project has been selected as part of the Living Laboratory pilot project to test
accelerated standards-development paths, and hence the DIS ballot period will be THREE MONTHS
rather than the usual five months. It is sent now for a two month period to allow for translations before
the ballot is launched.
Please take particular note of the actual start and end dates of the ballot.


THIS DOCUMENT IS A DRAFT CIRCULATED FOR COMMENT AND APPROVAL. IT IS THEREFORE SUBJECT TO CHANGE AND MAY NOT BE
REFERRED TO AS AN INTERNATIONAL STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS BEING ACCEPTABLE FOR INDUSTRIAL, TECHNOLOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON OCCASION HAVE TO BE CONSIDERED IN THE LIGHT OF THEIR POTENTIAL TO BECOME
STANDARDS TO WHICH REFERENCE MAY BE MADE IN NATIONAL REGULATIONS.
RECIPIENTS OF THIS DRAFT ARE INVITED TO SUBMIT, WITH THEIR COMMENTS, NOTIFICATION OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPORTING DOCUMENTATION.
©  International Organization for Standardization, 2012

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oSIST ISO/DIS 17582:2012
ISO/DIS 17582

Copyright notice
This ISO document is a Draft International Standard and is copyright-protected by ISO. Except as permitted
under the applicable laws of the user’s country, neither this ISO draft nor any extract from it may be
reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic,
photocopying, recording or otherwise, without prior written permission being secured.
Requests for permission to reproduce should be addressed to either ISO at the address below or ISO’s
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Reproduction may be subject to royalty payments or a licensing agreement.
Violators may be prosecuted.

ii © ISO 2012 – All rights reserved

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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
Contents Page
Foreword . v
Introduction . vi
0.1 General . vi
0.2 The electoral process . vi
1  Scope . 1
1.1 General . 1
1.2 Application . 1
1.2.1 Voter registration . 1
1.2.2 Registration of political organizations and of candidates . 2
1.2.3 Electoral logistics . 2
1.2.4 Vote casting . 2
1.2.5 Vote counting and declaration of results . 2
1.2.6 Electoral education . 3
1.2.7 Oversight of campaign financing . 3
1.2.8 Resolution of electoral disputes . 3
1.2.9 Declaration of Scope . 3
2  Normative references . 3
3  Terms and definitions . 4
4  Electoral management system . 6
4.1   General requirements . 6
4.2 Documentation requirements . 7
4.2.1 General . 7
4.2.2  Electoral management manual . 7
4.2.3  Control of documents . 8
4.2.4   Control of records . 10
5   Management responsibility . 12
5.1   Management commitment . 12
5.2 Customer focus . 13
5.3   Quality policy for electoral management . 13
5.4   Planning . 13
5.4.1   Quality objectives for electoral management . 13
5.4.2 Electoral management system planning . 13
5.5  Responsibility, authority and communication . 13
5.5.1  Responsibility and authority . 13
5.5.2  Management representative . 13
5.5.3  Internal communication . 14
5.6  Management review . 14
5.6.1  General . 14
5.6.2   Review input . 14
5.6.3  Review output . 14
6  Resource management . 15
6.1   Provision of resources . 15
6.2  Human resources . 15
6.2.1   General . 15
6.2.2  Competence, training and awareness . 15
6.3  Infrastructure . 15
6.3.1  General . 15
6.3.2  Infrastructure for voter registration and registration of political organizations and
candidates . 16
6.3.3   Infrastructure for electoral logistics . 16
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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
6.3.4   Infrastructure for vote counting and declaration of results . 16
6.4  Work environment . 16
7   Design, development and delivery of the electoral service . 17
7.1 Execution planning of electoral processes . 17
7.2   Customer-related processes . 17
7.2.1   Determination of requirements related to the electoral service . 17
7.2.2  Review of requirements related to the electoral service . 17
7.2.3   Customer communication . 18
7.3  Design and development . 18
7.3.1   Design and development planning . 18
7.3.3  Design and development inputs . 18
7.3.4  Design and development outputs . 19
7.3.5  Design and development review . 19
7.3.5  Design and development verification . 19
7.3.6  Design and development validation . 19
7.3.7  Control of design and development changes . 19
7.4  Purchasing . 20
7.4.1  Purchasing process . 20
7.4.2  Purchasing information . 20
7.4.3  Verification of purchased items or services . 20
7.5   Provision of the electoral service . 20
7.5.1  Control of electoral-service provision . 20
7.5.2  Validation of processes for electoral-service provision . 21
7.6  Control of voting equipment . 21
8  Measurement, analysis and improvement . 21
8.1  General . 21
8.2  Monitoring and measurement . 22
8.2.1  Customer satisfaction . 22
8.2.2  Internal audit . 22
8.2.3  Monitoring and measurement of processes . 22
8.2.4  Monitoring and measurement of the electoral service . 22
8.3  Control of nonconforming electoral materials, voting equipment, and vote-casting
activities . 23
8.4  Analysis of data . 23
8.5  Improvement . 24
8.5.1  Continual improvement . 24
8.5.2  Corrective action . 24
8.5.3  Preventive action . 24
Annex A (normative) Alphabetical listing of terms and definitions . 25
Bibliography . 27

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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies
(ISO member bodies). The work of preparing International Standards is normally carried out through ISO
technical committees. Each member body interested in a subject for which a technical committee has been
established has the right to be represented on that committee. International organizations, governmental and
non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the
International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.
International Standards are drafted in accordance with the rules given in the ISO/IEC Directives, Part 2.
The main task of technical committees is to prepare International Standards. Draft International Standards
adopted by the technical committees are circulated to the member bodies for voting. Publication as an
International Standard requires approval by at least 75 % of the member bodies casting a vote.
Attention is drawn to the possibility that some of the elements of this document may be the subject of patent
rights. ISO shall not be held responsible for identifying any or all such patent rights.
ISO 17582 was prepared by Technical Committee ISO/TC 176, Quality management and quality assurance.
© ISO 2002 – All rights reserved v

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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
Introduction
0.1 General
The adoption of a system of electoral quality management by an electoral body should be a strategic decision
of the organization. The design and implementation of an electoral body’s quality management is influenced
by
a) its organizational environment, the political environment and changes in that environment, and the
risks associated with that environment,
b) its varying needs,
c) its particular objectives,
d) the electoral process it supports,
e) the processes it employs, and
f) its size and organizational structure.
It is not the intent of this International Standard to imply uniformity in the structure of electoral management
systems for electoral bodies or uniformity of documentation.
The electoral quality management system requirements specified in this International Standard are
complementary to requirements for the electoral service provided by the electoral body. Information marked
“NOTE” is for guidance in understanding or clarifying the associated requirement.
This International Standard can be used by internal or external parties, including certification bodies, to assess
an electoral body’s ability to meet the customer, statutory, and regulatory requirements applicable to the
electoral service, and the electoral body’s own requirements.
The quality management principles stated in ISO 9000 have been taken into consideration during the
development of this international standard.
0.2 The electoral process
Democratic political systems have many characteristics; however, the fundamental distinctive elements
without which there cannot be democracies are the elections. Democracy and elections are indivisible. As
such, elections are the most recognized symbol by which democratic systems are sustainable.
Every electoral system has its own set of regulations that vary between countries and even within the states
where federal systems exist. Electoral systems are composed of a series of interrelated processes, conducted
by the electoral bodies, political organizations, and the citizenship, whose ultimate goal is to elect those who
will hold public office.
These essential elements include determining who is eligible to vote; registration of political organizations and
candidates; conduct of elections; counting of votes; and the declaration of results.
NOTE An electoral body is an institution that may act autonomously within the judiciary or in some cases
independently of the three branches of government. Overall, it is responsible for the full administration of the
electoral process, which includes the preparation, organization, management, monitoring and promoting the
election, casting the votes and counting of the ballots, the resolution of electoral disputes and the official
declaration of the election.
There cannot be elections without citizens exercising their right to vote, and there is no possible election if
citizens do not have candidates or options to choose from. As a result, the registration and identification of
citizens able to vote as well as the registration of political organizations and candidates become essential to
the electoral process.
Voter registration is the first precondition for the establishment of the electoral process, followed by the
registration of political organizations and candidates.
By registering, political organizations and candidates legally formalize their participation and become entitled
to receive public resources to finance their activities.
Once the candidates and political organizations are properly registered, the electoral body starts planning the
logistics for election day. The key factor in logistics is the efficient distribution of materials and equipment. For
vote casting to take place, all materials have to be properly distributed.
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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
Vote casting is the single most symbolic act of the electoral process. It is the best expression of exercising a
political right. This process is based on the principle of one-person one-vote, without restrictions based on
race, gender, religion, and social status.
Vote casting and vote counting go hand in hand. Counting votes is a task of paramount importance, since its
results will determine the will of the electorate, and, when done in a transparent and accurate manner, will
increase confidence in elections and acceptance of the final results.
The declaration of results is the legally binding conclusion of the process by which the electoral body
proclaims the winning candidates.
Regardless of how well the electoral process works, it is key that the voters know the different stages of the
electoral process and in particular those processes directly involved in vote casting. Electoral education is a
continuous process that spans the entire electoral process. Before election day all information about the
election, where to vote, the candidates, location of polling station and other, are available to citizens through
electoral education.
The full and transparent implementation of each process constitutes the basis for the electoral body to achieve
legitimacy. Collectively these processes constitute an electoral event and occur in three stages: before, during
and after the election.


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oSIST ISO/DIS 17582:2012
DRAFT ISO/DIS 17582

Quality management systems for electoral bodies—
Requirements
1 Scope
1.1 General
This International Standard specifies the requirements for an electoral management system where an
electoral body
a) needs to demonstrate its ability to manage transparent electoral processes that consistently provide
electoral services that are reliable and legitimate within the statutory, regulatory, and legal framework, and
b) aims to enhance trust and satisfaction of customers and other electoral interested parties through the
effective implementation of the system, including processes for continuous improvement.
NOTE 1 Electoral bodies may vary according to local legal requirements.
NOTE 2 Statutory and regulatory requirements can be expressed as legal requirements.
1.2 Application
All requirements of this International Standard are generic and are intended to be applicable to all electoral
bodies involved in any aspect of the electoral process, regardless of whether they are permanent
organizations or temporary organizations established in support of a particular election period.
This International Standard is applicable to elections at all levels of government whether local, regional, or
national.
Where any requirements of this International Standard cannot be applied due to the nature of an electoral
body and its electoral services, the subject requirement(s) can be considered for exclusion.
Where exclusions are made, claims of conformity to this International Standard are not acceptable unless
these exclusions are limited to the requirements within Clause 7, and such exclusions do not affect the
electoral body’s ability or responsibility to provide electoral services that meet the requirements of the
customer and applicable statutory and regulatory requirements.
Subject to the stated scope of the electoral management system (see 4.2.1c, below), the requirements of this
International Standard apply to the electoral body’s implementation of the following electoral processes as
specified in 1.2.1 through 1.2.8:
a) voter registration
b) registration of political organizations and candidates,
c) electoral logistics,
d) vote casting,
e) vote counting and declaration of results,
f) electoral education,
g) oversight of campaign financing,
h) resolution of electoral disputes.
1.2.1 Voter registration
The voter registration process establishes the eligibility of individuals to cast a vote. Voter registration is the
process by which a person is incorporated into the voter’s list. During this process, substantive information is
provided to and verified by the responsible electoral authority.
The main activities conducted within the voter registration process are receipt and review of identification
documentation; verification of information; maintaining electoral boundaries; updating the registry of voters;
generation and publication of the registry of voters; submission and receipt of complaints; and preparation of
the final registry.
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oSIST ISO/DIS 17582:2012
ISO/DIS 17582
1.2.2 Registration of political organizations and of candidates
The registration of political organizations and candidates is the process through which a political organization
and/or candidate gains legal recognition and is entitled to participate in an electoral process.
The main activities conducted by the electoral body for the registration of political organizations and
candidates include receipt and review of documentation; verification of documentation against legal
requirements for registration; registration and notification of the political organization receipt and review of
documentation; verification of documentation against legal and other criteria for registration; receipt and
review of candidate challenges; and the registration and notification of candidates.
1.2.3 Electoral logistics
This process establishes the steps needed to organize and conduct an election. The electoral logistics
process is made up of a group of activities conducted by the electoral body that include
a) printing (preparation) of ballots,
b) printing of records (including quality control of materials),
c) development, procurement, and preparation of election materials,
d) designation and training of officials (e.g. for local polling stations),
e) establishment of polling stations
f) preparation of all necessary voting equipment,
g) protection and distribution of materials, and
h) development and maintenance of electoral maps.
1.2.4 Vote casting
Vote casting is the process through which a person expresses a preference for a candidate that runs for public
office or for a proposed political choice. Casting of the vote is secret, universal, and personal.
Vote casting records all votes produced by a single voter whether in electronic, paper or other form during an
electoral process. Voting procedures depend on the legal, regulatory and policy framework. All persons
registered to vote have the right to vote, irrespective of their geographic location, gender, class, literacy level,
occupation, or physical condition.
Activities conducted and supervised by the electoral institution
...