The entire process took a gruelling nine months and staff had to work at it on top of carrying out ROMM’s statutory functions. Like all difficult and demanding processes, adjustments had to be made and sacrifices were necessary. However, the desire to be professionals with a passion for people inspired all at the Registry to strive towards the certification.

The end results of ROMM’s ISO journey include the streamlining of multi-step processes and customer benefits such as reduced waiting time.

However, ROMM is not planning to rest on its laurels. It is now working to introduce even more service improvements. Come October 2003, couples can file their marriage notice electronically at anytime and from anywhere. Queues and multiple visits to the Registry would be a thing of the past. Couples can confirm their choice of date at the touch of the button. They only need to go to ROMM on their solemnisation day.

ROMM is also going high-tech with a smart queue system that allows couples to register for their solemnisation by swiping their NRICs. Unlike conventional queue management equipment, this state-of-the-art system will ensure that all legislative requirements are completed, the marriage certificate is printed and the solemnisation time slot is booked when the couple swipe their NRICs. The hassle-free system will help to ensure that newly weds enjoy their big day without stress.

Receiving the ISO certification marks ROMM’s first step towards quality service. As the Registrar aptly put: “For the Registry, achieving the certification is the beginning of a never-ending journey towards service excellence.”