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Standards for the Services Sector - Meeting the Needs of the Service Economy

This initiative focuses on developing standards for the services sector to meet the growing demand and challenges in the service economy. The goal is to engage with the services sector, understand their needs, and help drive standardization within the industry.

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Standards for the Services Sector - Meeting the Needs of the Service Economy

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  1. Services Sector InitiativeSummary ANSI – ESO Meeting February 21-22, 2017 ESO 2017

  2. Standards for the Services Sectorand why we are focused on this… • The U.S. services sector accounts for 80% of the total U.S. GDP. Similar numbers were shared by our colleagues from other countries including the UK, Germany and Singapore. • Over the last two decades world exports of commercial services have more than quadrupled and international trade in services has continued to grow at a faster rate than trade in goods. Services accounted for over 30% of U.S. exports. • Deregulation and privatization of public services; the delocalization of supply and the expansion of web-based services are some of the global trends that are contributing to a growing need for standards for the service economy. • Because of these trends, it is anticipated that market demand for service standards as well as compliance and quality solutions will steadily increase. ANSI - ESO Meeting, February 21-22, 2017

  3. Standards for the Services Sectorand why we are focused on this… • To make sure the U.S. service economy has the tools and knowledge necessary to respond to this demand and to the challenges and the opportunities it brings, ANSI has formulated and implemented a new initiative to: • Prepare us to better engage with services sector. • Better understand their needs. • Help meet the demands of standardization within the U.S. services sector. • To start, ANSI hosted a conference entitled “Standards and the Service Economy” as a highlight of World Standards Week on September 29, 2015. ANSI - ESO Meeting, February 21-22, 2017

  4. Standards for the Services Sectorand why we are focus on this… • The conference, supported by the National Science Foundation (NSF), convened leaders from international, regional, foreign standards bodies, and service providers to reflect on how domestic and international standardization can meet the evolving needs of the service sector economy. • Stakeholders from Disney, Citibank, Oracle, LA Department of Water & Power, and ISO were panelists; in addition to leaders from the national and regional standards bodies from the UK, Germany, Singapore, and Europe. ANSI - ESO Meeting, February 21-22, 2017

  5. ANSI began work on researching key sectors • Following the conference, a team made of Senior & Management staff convened a number of internal meetings and discussions highlighting service providers’ needs and standards organizations’ current activities. • ANSI explored how best to advance relevant initiatives, working on multiple fronts to begin outreach and engagement with specific sectors of the service economy including their industry associations and other relevant groups and individuals. • Preliminary research revealed several service sectors that have potential need for new or improved standardization solutions due to known sector priorities, issues and challenges. These service sectors included: - Amusement & Entertainment - Restaurants / Food Sector - Retail Sector - Transportation (including Freight) - Waste Management / Disposal ANSI - ESO Meeting, February 21-22, 2017

  6. ANSI launched Services Sector resource information • ANSI has also launched www.ansi.org/services as a central resource for information and activities related to standards and the service economy from ANSI, ISO, IEC, and many other standards organizations around the world. • Among the offerings are news articles, reports, event proceedings, and a selection of fun, user-friendly resources that demonstrate the importance of services standards in nearly all aspects of our everyday life. • In March 2016, ANSI convened a conference call with members of Department of Commerce (DOC)/International Trade Administration (ITA) to jointly identify possible areas of collaborative engagement and opportunity related to U.S. service sectors needs (30+ sector verticals were analyzed). • ANSI have been working closely with DOC/ITA and other federal agencies as necessary. ANSI - ESO Meeting, February 21-22, 2017

  7. ANSI forms Board Task Group (BTG) • ANSI Board Task Group (BTG) is comprised of Board members connected in varied ways to the services sector economy. • Sharon Stanford of American Dental Association is the BTG Chair, with the support of Chairman Kevan Lawlor. • Terms of Reference /Terms of Engagement /Scope of Work were drafted at our inaugural meeting in May 2016. • Other Services Sector BTG include: Dale Cyr, American Registry of Diagnostic Medical Sonographers/Inteleos – Healthcare/Credentialing Don Deutsch, Oracle - ICT Laura Hitchcock, Boeing - Aerospace Gillian Kelleher, Wegmans – Retail, Food Mary McKiel, The McKiel Group – Professional Services Paris Stavrianidis, FM Approvals – Conformity Assessment Alain Turenne, Walgreens – Retail, Healthcare Phil Piqueira, UL – Conformity Assessment, Services ANSI - ESO Meeting, February 21-22, 2017

  8. Some Key BTG Recommendations • Raise awareness and visibility of ANSI -- develop communications campaign to inform and educate on how standardization and conformity assessment can help the service sector economy. • Continue outreach and engagement; build relationships with key players, participate in conferences, forums, and events to better understand needs of the service sector. • Maintain global perspective; identify horizontal and vertical issues and challenges; identify common elements that cut across all service sectors not just one or two specific sectors. • Identify gaps where standardization and conformity assessment could play a role, develop business cases, proof of concept, and examples of what works. ANSI - ESO Meeting, February 21-22, 2017

  9. ANSI Action Items - BTG • Launched videos highlighting the value and benefits of ANSI for the service sector including a new Accreditation Services video to members, and food and retail association contacts. • Expanded ansi.org with a section on Standards Supporting the Service Economy and enhanced Standards Boost Business website to include additional case studies and other resources. • Created a new ANSI membership brochure to include messaging for the service sector economy and published new collateral materials including a Service Sector poster and Retailer poster. ANSI - ESO Meeting, February 21-22, 2017

  10. ANSI Action Items - BTG • Attended various meetings, events, and forums relevant to the services sector that included: • AARP International/CSIS “Leave No One Behind” (ageing development) • Global Food Safety Initiative (GFSI) • DOC first Roundtable on Unmanned Aircraft Systems (UAS) Industry Challenges • National Retail Federation BIG Show • Retailer Industry Leadership Association • International Franchise Association • Convened two service related panels during World Standards Week 2016 • Drones and Unmanned Vehicles: Coming to a Standards Meeting Near You • Services Initiative: Reaching New Sectors ANSI - ESO Meeting, February 21-22, 2017

  11. ANSI begins outreach to the organizations representing their sector • The five service sectors that we identified as having potential need for new or improved standardization solutions due to sector priorities, issues, and challenges were: • Amusement & Entertainment • Food & Beverage • Retail Sector • Transportation (Passenger & Freight) • Waste Management / Disposal / Recycling • In 2016, we held 43 initial and 11 follow-up meetings with industry organizations, trade associations, and companies representing these service sectors. Many more follow-up meetings currently being scheduled. ANSI - ESO Meeting, February 21-22, 2017

  12. Some Key Findings across industries • Meetings revealed common issues and challenges facing constituencies: • global supply chain • transportation and handling • food and product safety • traceability and supplier verification • state and federal regulations • All organizations and associations expressed interest in ongoing engagement, wanting to know more about the services sector initiative and ANSI solutions. • Areas of mutual interest were identified - standards development (domestic and international), accreditation services, government affairs and outreach, and workforce development (WorkCred). ANSI - ESO Meeting, February 21-22, 2017

  13. ANSI forms Retailers Ad Hoc Group • As a result of the BTG recommendations, a Retailers Ad Hoc Group (BTG) comprised of three Board members was formed: • Sharon Stanford of ADA as Chair • Gillian Kelleher of Wegmans Food Markets, Inc. • Alain Turenne of Walgreen Co. • Other AHG participants included: • Rebeca Sharpe, Product Manager of Safety & Compliance at Best Buy • Jodie Kautt, Senior Director, Information Risk Management at Target • Becky Burnworth, Senior Food Safety Manager at Walmart • The inaugural meeting was held via teleconference on August 2nd. A follow-up teleconference was convened on November 11th. ANSI - ESO Meeting, February 21-22, 2017

  14. Retailers AHG Discussions Interactive discussions included: • How can the retail sector take advantage of ANSI and its role as the National Standards Body of the US and the US representative to all international forums in standardization and conformity assessment? • How can ANSI help address retailers needs and challenges through the process and benefits of private sector led standardization and conformity assessment that ANSI oversees with government agencies as partner? • Potential engagement issues? What challenges is the retail sector facing? International considerations? Specific considerations that could be addressed through standardization and conformance, etc. ANSI - ESO Meeting, February 21-22, 2017

  15. Key Findings and Retailer Needs • Solutions and consensus-based standards for dietary supplements, personal care products, and over-the-counter (OTC) drugs. • Single standard and auditing program that will help reduce audits and costs while strengthening safety and quality throughout the supply chain. • Develop a blueprint/road map for future standardized requirements for product focused on consistency, integrity, compliance, and quality practices. • Identify ways retailers can collaborate across sectors on horizontal issues and on common issues and challenges affecting the overall retail sector. • Product recalls is a huge problem, left to suppliers and retailers, each agency has different definitions and some are voluntary and others mandatory. • Foreign supplier verification is an issue related to food and other products, need for definitions around harmonization. ANSI - ESO Meeting, February 21-22, 2017

  16. ANSI Action Items - AHG • Expand participation in the Retailers AHG to include other relevant stakeholders. • Identify trade shows and conferences that ANSI should consider attending for purposes of developing greater understanding of the issues and challenges facing the retail sector and what solutions ANSI could bring. • ANSI is planning to participate in a number of events and conferences by exhibiting, participating and/or presenting at. • ANSI staff will report back after each event as to the opportunities identified and corresponding action and follow-up. ANSI - ESO Meeting, February 21-22, 2017

  17. ANSI and ISO work on Services Sector • The International Organization for Standardization (ISO) held a workshop in June 2016 to highlight the worldwide potential for services standardization, as international trade in services becomes a greater driver in economic growth in both developing and developed countries. • As the U.S. member body to ISO, the American National Standards Institute (ANSI) encouraged all interested stakeholders to get involved in the event. • This two-day interactive event, “Global Services – ISO Standards as Solutions” focused on how ISO International Standards can best help design, assess, and measure service excellence to benefit businesses and customers. • The ISO Technical Management Board (TMB) chair and ISO Committee on Consumer Policy (COPOLCO) Chair served as co‐moderators, providing an overview of workshop objectives and briefly outlined the interests and activities of the TMB and COPOLCO in relation to ISO services standards. • Steven Cornish, the ANSI TMB representative, and Dr. Steven Kwan, Professor of Services Science, Graduate School of Business, San Jose University, represented the U.S. ANSI - ESO Meeting, February 21-22, 2017

  18. ISO/TMB Strategic Advisory Group ISO/TMB Strategic Advisory Group (SAG) on Aging Societies • ANSI secured two U.S. experts to serve on the new ISO/TMB SAG: • Britta Berge, Director of Strategy, AARP • Cecilia Sepp, Chief Executive Officer, American College of Health Care Admin. • Plus a number of U.S. virtual TAG members • The SAG held its first meeting in October 2016 in London to start their efforts. The next SAG meeting took place by WebEx in December and the third meeting will be held for two days in London on March 6-7, 2017 • There are also representatives from the IEC Systems Committee on Active Assisted Living (AAL) and the World Health Organisation. • Final report scheduled to be completed in June 2017. ANSI - ESO Meeting, February 21-22, 2017

  19. ANSI / SPRING Services Conference • Since March 2016, ANSI senior management and SPRING (Singapore) have agreed to organize a joint conference in 2017. • Focus on a small number of services related subjects of common interest to the USA and Singapore – possible subjects include financial services, freight transport, healthcare services, retail services (especially online retail). • For each subject, a panel will be developed of experts from the two countries and possibly from other countries in the Asia region. • Conference program to be developed (one in USA and one in Singapore) for the benefit of ANSI and SPRING members and their regional stakeholders • Conferences will likely occur in 2nd half of 2017; countries from the Americas and Asia will be invited to participate. ANSI - ESO Meeting, February 21-22, 2017

  20. Moving forward in 2017 ANSI will continue to be focused and flexible… • Latest BTG recommendations from recent meeting in December, indicated that we should reassess our sector focus based on the latest findings. • Which sectors do we add and which ones do we drop. • BTG members are working with ANSI staff to develop gap analysis on sub-sectors identified as our new focus: • Retail • Food Safety • Unmanned Vehicle Systems • Mobile Health Devices • Dietary Supplements ANSI - ESO Meeting, February 21-22, 2017

  21. Moving forward in 2017 ANSI will continue to be focused and flexible… • Tabled the following areas until a later date: • Waste Management/Disposal and Recycling • Amusement/Entertainment • BTG members are co-leading these sub-sector committees and working with ANSI staff on an ongoing bases. • Plans already underway to host an initial workshop on Mobile Health Devices and UAS • Convene BTG and Retailers AHG as needed for direction and guidance. • Meet with ANSI Staff Task Force as needed to exchange ideas. ANSI - ESO Meeting, February 21-22, 2017

  22. Q & A ANSI - ESO Meeting, February 21-22, 2017

  23. Sharon Stanford Director, Standards Center for Informatics and Standards American Dental Association stanfords@ada.org George A. Gulla VP Publications Sales & Membership Development ggulla@ansi.org 212-642-4945 Kelley A. Cox Director of Business & Membership Development kacox@ansi.org 202-331-3625

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