Optimization of our services
Organizational development
The development of new accreditation activities has increasingly taken shape over the past year. In addition, we have implemented customer value chain management.
Business development
The Policy & Development Team (B&O) is responsible for business development within the TIC industry and the public sector. Thanks to a different billing model, it is now possible to focus more directly on requests from customers and the public sector regarding the development of new accreditation activities.
To achieve this, it is of course necessary for organisations with a development request to know where to find us. Lead Assessors and office staff play an important role in this. After all, the client primarily needs the assurance that their development request is in good hands.
Contact with the government usually takes place directly with the B&O Team. Training sessions for policy officials organised by RvA or in collaboration with other members of the quality infrastructure help in this regard.
The government itself also contributes directly to the development of new accreditations. This is necessary because there are not only new national requirements, but also a very sharp increase in European regulations that make use of the services accredited by the TIC industry. Consider, for example, the new European climate regulations: the Carbon Border Adjustment Mechanism (CBAM). This regulates the carbon adjustment of imports into the EU of, amongst other things, steel, aluminium and fertiliser from outside the EU.
Customer value chain management
Due to the emphasis on our core task of granting accreditation, other customer enquiries sometimes risked receiving insufficient attention. That is why we developed customer value chain management in 2024. In 2025, we refined the method and began its implementation.
Customer value chains encompass all work processes that begin with a customer enquiry. The RvA distinguishes four of these:
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- Business development
- Accreditation
- Complaints, reports, alerts and requests for information
- Customer training
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By organising and managing our activities based on customer enquiries, we allocate our capacity more effectively and clearly, and achieve a better balance in handling all customer enquiries.
Peer evaluation
In 2025, the RvA has been assessed during a peer evaluation of its quality system, carried out by the European co-operation for Accreditation.
Twelve European colleagues with diverse expertise spent five days examining the RvA.
It was an intensive week with many opportunities for mutual learning. The European colleagues were positive about the way in which the RvA applies ISO/IEC 17011.
