The Higher Education Students’ Loans Board (HESLB) has secured ISO 9001:2015 quality management certification for eight of its offices, including its headquarters, in a move aimed at improving efficiency, accountability and services to students.
The certification, awarded on October 21, 2026, is intended to strengthen the board’s systems for processing student loan applications, providing information and addressing challenges faced by beneficiaries.
Speaking at the handover ceremony in Dar es Salaam, HESLB Director General Bill Kiwia said the certification marked an important step towards improving the institution’s operations and ensuring students received timely and efficient services.
He said the board would continue investing in operational and technological systems to improve services for students receiving loans and grants, while meeting the expectations of parents, guardians, higher education institutions and other stakeholders.
“Receiving these certificates is not the end of the service improvement journey, but the beginning of building a culture of quality in our daily operations,” Dr Kiwia said.
He said HESLB would continue monitoring its performance, complying with established procedures and making improvements to ensure services met the needs of beneficiaries.
Tanzania Bureau of Standards (TBS) Director General Ashura Katunzi said ISO 9001:2015 provides an internationally recognised framework for institutions to manage service quality, improve efficiency and strengthen accountability.
She said the certification would only deliver meaningful results if HESLB consistently applied the standards in its daily operations.
The quality management system enables institutions to establish clear procedures, identify weaknesses, monitor performance and make improvements based on service delivery requirements, Dr Katunzi said.
She added that certification required continued compliance with the standards and regular assessment to ensure that improvements translated into better services and greater customer satisfaction.
HESLB’s Quality Management System Working Committee chairman, Bahati Singa, said the process began in March 2025 as part of efforts to strengthen accountability, operational efficiency and service delivery.
He said the board initially reviewed its work processes, identified areas requiring improvement and established clear, measurable procedures to guide its operations.
With technical guidance from TBS, HESLB conducted training on implementing the system in February 2026 and prepared the required documentation, with departments and units working together to improve procedures and establish quality objectives.
The board conducted an internal audit and management review in April 2026 to assess implementation, identify challenges and determine the improvements needed before proceeding with certification assessments in May and June.
Mr Singa attributed the achievement to cooperation between HESLB management, staff and TBS experts. He also commended the board’s Quality Management System champions and system coordinator, Ninkambazi Muze, for their contribution to meeting the certification requirements.
He said the committee would continue working with management and staff to maintain the standards, address challenges promptly and incorporate customer feedback into efforts to improve services.
ISO 9001:2015 is an international standard that sets requirements for quality management systems, helping organisations improve processes, enhance efficiency and consistently meet customer and stakeholder needs.
For students and their families, the effectiveness of the certification will ultimately be measured by whether it leads to more timely loan decisions, clearer communication and faster resolution of complaints.
HESLB’s continued implementation of the standards will therefore be important in ensuring that the certification delivers practical improvements to the services students depend on to access higher education.