DEAS 1117 : 2022 
ICS 03.200  
 
© EAC 20 22                                                                                                                          First Edition 20 22 
 
DRAFT EAST AFRICAN STANDARD  
Tourism and related services ― Tourism service excellence  ―General 
requirements  
EAST AFRICAN COMMUNITY  
 
 
 
 
 
  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  ii 
 Copyright notice  
This EAC document is copyright -protected by EAC. While the reproduction of this document by 
participants in the EAC standards development process is permitted without prior permission from EAC, 
neither this document nor any extract from it may be reproduced, stored  or transmitted in any form for 
any other purpose without prior written permission from EAC.  
Requests for permission to reproduce this document for the purpose of selling it should be addressed as 
shown below or to EAC’s member body in the country of the r equester:  
© East African Community 20 22 — All rights reserved  
East African Community  
P.O. Box 1096 , 
Arusha  
Tanzania  
Tel: + 255 27 2162100  
Fax: + 255 27 2162190  
E-mail: eac@eachq.org   
       Web: www.eac -quality.net   
Reproduction for sales purposes may be subject to royalty payments or a licensing agreement.  Violators 
may be prosecuted.  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  iii 
 Foreword   
Development of the East African Standards has been necessitated by the need for harmonizing requirements 
governing quality of products and services in the East African Community. It is envisaged that through 
harmonized standardization, trade barriers that are encountered when goods and services are exchang ed within 
the Community will be removed.  
The Community has established an East African Standards Committee (EASC)  mandated to develop and issue 
East African Standards (EAS).  The Committee is composed of representatives of the National Standards Bodies 
in Partner States, together with the representatives from the public and private sector organizations in the 
community.  
East African Standards are developed through Technical Committees that are representative of key 
stakeholders including government, academia , consumer groups, private sector and other interested parties. 
Draft East African Standards are circulated to stakeholders through the National Standards Bodies in the Partner 
States. The comments received are discussed and incorporated before finalizatio n of standards, in accordance 
with the Principles and procedures for develop ment of East African Standards.  
East African Standards are subject to review, to keep pace with technological advances. Users of the East 
African Standards are therefore expected to ensure that they always have the latest versions of the standards 
they are implementing . 
The committee responsible for this document is Technical Committee EASC/TC 07 6, Services.  
Attention is drawn to the possibility that some of the elements of this do cument may be subject of patent rights. 
EAC shall not be held responsible for identifying any or all such patent rights.  DRAFT EAST AFRICAN STANDARD  DEAS 1117:2022  
 
© EAC 20 22 – All rights  reserved  1 
 Tourism and related services ― Tourism service excellence  ―General 
requirements  
1.  Scope  
1.1.  This draft East African standard  establishes requirements  and practices for planning, developing, 
implementing, maintaining, improving and recognizing service excellence in the sub -sectors and organizations 
that constitute the tourism value chain.  
1.2 These requirements  and practices are applicable to any touris m-related business and organizations 
participating in providing a meaningful and positive experience for all their guests regardless of the type and 
size of the product and service offered.  
1.3 This draft East African standard  is intended to guide organiz ations and to assist them to align their product 
offering to agreed -upon requirements and practices and to apply them in the tourism value chain.  
2. Normative references  
The following documents are referred to in the text in such a way that some or all of their content constitutes 
requirements of this document.  For dated references, only the edition cited applies. For undated references, the 
latest edition of the referenced document (including any amendments) applies.  
ISO 10001, Quality management – Customer satisfaction – Guidelines for codes of conduct for organizations.  
3. Terms and definitions  
For the purposes of this document, the following terms and definitions apply . 
ISO and IEC maintain terminological databases for use in standardization at the f ollowing addresses:  
— IEC Electropedia: available at http://www.electropedia.org/  
— ISO Online browsing platform: available at http://www.iso.org/obp  
3.1  
code of practice  
written guidelines  issued by an official body or a professional  association  to its members  to help them to comply 
with its ethical standards  
 
3.2  
guest  
person who is afforded the hospitality of for example, a club, a city, hotel or restaurant and the lodging, food, 
amenities and/or  entertainment that it provides  
 
3.3  
caravan and camping  
facility that provides space for guests to provide their own accommodation, such as tents, a motor home and/or 
caravan. Communal ablution facilities are always provided. Communal kitchen, laundry, recreational facilities 
and amenities, etc. may be provided. Self -catering accommodation units may be provided on the property. A 
camping facility that specifies that caravans can be accommodated  
 
3.4 hotel  
commercial establishment providing at least reception, accommodation  and daily cleaning, recognized  or registered as such 
in applicable legislation  (ISO 18513  clause 3.2.1 )  
 
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  2 
 3.5  
organization  
group of people or facilities and the associated arrangement of responsibility, authority and relationships (see 
ISO 10001)  
 
EXAMPLE    Self-employed operator, company, institution, enterprise, associations, government agency, tourist 
guides, attractions and other related tourism products and services.  
3.6  
product  
totality of goods or services that a company or an individual makes available to a tourist or a guest  
 
3.7  
domestic tourist  
person who travels to places of attractions or participate in tourism activities within country of residence for at 
least a period of 24 hours , a period not exceeding twelve months and whose main purpose of visit is other than 
the exercis e of an activity remunerated from within the place visited  
 
3.8  
international tourist  
person who travels to places of attractions or participate in tourism activities outside  country of residence for at 
least a period of 24 hours , a period not exceeding twelve months and whose main purpose of visit is other than 
the exercise of an activity remunerated from within the place visited  
 
3.9 service excellence  
ability of service providers to consistently meet and occasionally even exceed customers’ expectations  
 
3.10  
tourism  
activities of persons who travel to and staying in places outside their usual environment for leisure, business 
and other purposes. Such activities are not remunerated for from within the destination visited and destinations 
are not visited for mor e than one consecutive year  
 
3.11  
tourism value chain  
full range of legally acceptable activities that are required to ensure that a product or service passes through 
the different phases of production (including physical transformation, and the work done by v arious producers 
and the services they offer), to meet consumer demand   
4. Principles  and Practices of  service excellence   
4.1 Principles of service excellence include:  
 
a) Managing the organization from outside -in. The organization should design the desired experience from the 
customer’s perspective. Once designed, resources and processes should be aligned in the sense of 
customer centricity on an ongoing basis.  
 
b) Deep ening customer relationships. The organization should strive for a superior level of individual 
personalization and be focused on the customer needs and expectations throughout the relationship. A 
strong relationship can be fuelled by continuous communicat ion, which should reflect the customer’s desired 
level of interaction.  
 
c) People make the difference. The engagement of everyone in the organization, including partners, in achieving 
customer delight is of key importance.  
 
 d) Balanced attention to custo mers, employees, subcontractors and other stakeholders. Customers, 
employees, subcontractors and other stakeholders are important and the organization should give a 
balanced focus of attention to them all.  
 
e) Cross -functional management approach. The org anization should work through customer journeys with an 
integrated cross -functional approach.  
 
f) Leveraging of technology. Appropriate technology should be used to create outstanding customer experiences 
for staff, customers and partners.  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  3 
  
g) Create val ue for stakeholders. Implementing service excellence leads to additional sustainable value for 
stakeholders. Co -creation with stakeholders should be used to create enhanced value. Value can be 
monetary as well as non-monetary  
 
4.2 The following are pr actices of service excellence : 
 
a) Access  
 
The practice and relevant information should be easy to find and apply within the organization.  
 
b) Accountability  
 
The organization should be accountable for its actions and decisions with respect to the code of practice 
and should report on them.  
 
c) Accuracy  
 
The organization should ensure that the code of practice and the information on the code is accurate, 
not misleading, verifiable and in compliance with the relevant statutory and regulatory requirements.  
 
d) Capacity building  
 
The organization should establish systems, resources and processes that have the capacity to meet its 
obligations.  
 
e) Commitment  
 
The organization should be actively committed to continuously provide excellent service and to exceed 
the expectations of gues ts.  
 
f) Consistency  
 
The organization should maintain consistently high levels of customer service delivery (for example the 
employer should ensure that a new employee is able to participate in the service excellence culture).  
 
g) Continual improvement  
 
Increased effectiveness and efficiency in the implementation of the code of practice and its application 
should be a prominent and permanent objective of the organization.  
 
h) Courtesy  
 
The organization should treat every guest in a courteous manner.  
 
i) Respon siveness  
 
The organization should respond to the needs of guests and should meet customer expectations in 
good time.  
 
j) Safety and security  
 
The organization should ensure that products are delivered in a safe and secure environment.  
 
k) Value for money  
 
The organization should ensure that the value of the products is consistent with the quality offered.  
 
l) Visibility  
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  4 
  An organization participating in tourism service excellence programme should display the participation logo, 
participation ID and the signed cod e of practice in a prominent position which should be easily accessible to 
guests, personnel and other interested parties.  
 
5. Guest end -to-end service cycle  
5.1  Service cycle points  
 
Service provider shall deliver guest experience that equal or surpass tourist expectations. This objective can 
only be achieved if effective and memorable services are provided at all levels from the initial point of contact 
until when the tourist leaves the country of destination . 
 
5.2 The Phases of the g uest end -to-end service  cycle  
 
5.2.1 The phases of the g uest end -to-end service cycle  are summarized in tables 1 to 4 and are inclusive of all 
the operators who deal with guests and suppliers.  
 
NOTE    Some activities only apply to international tourists and some apply to both international and 
domestic tourists.  
 
5.2.2 The key stakeholders and their sphere of involvement during phase 1 of the service cycle are shown in 
table 1.  
 
5.2.3 Table 2 depicts the involvement of the key stakeholders during the arrival phase.  
 
5.2.4 The activities of key stakeholders during the stay phase are shown in table 3.  
 
5.2.5 The activities of the key stakeholders who are involved when tourists leave home country are shown in 
table 4.  
 
Table 1 — Phase 1: Leave home country  
 
1 2 
Activities  Key stakeholders in country of destination  
Country of destination is marketed through 
various channels and sources  Marketing agencies  
National tourism authorities  
Book flights, accommodation, transport and 
entertainment  Travel agencies  
Online booking agents  
Tour operators  
Service providers  
Obtain visa and related documentation  National authorities and Embassies  
 
 
Table 2 — Phase  2: Arrival in country of destination  
 
1 2 
Activities  Key stakeholders in country of destination  
Customs clearance  Customs authorities  
Immigration authorities  
Transit from aircraft and exit from airport  Airport management and airline companies  
Transportation and other related activities  National transport authorities and transport 
associations in the tourism sector  
 
 
 
 
 
Table 3 — Phase 3: Stay in country of destination  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  5 
  
1 2 
Activities  Key stakeholders in country of destination  
Transportation  National transport authorities and transport associations 
in the tourism sector.  
Accommodation  Tourism Grading Authorities and other accommodation 
associations  
 Formal service accommodation  
 Guest accommodation  
 Self-catering  
 Caravan and camping  
 Backpackers and hostelling  
 MESE (Meetings, Exhibitions and Special 
Events venues)  
 Homestays  
 Holiday homes  
Banking  Banking Association in country of destination  
Food and beverages  Restaurants Association in country of destination  and 
other related organizations  
Government departments  All spheres  
 Road and rail management  
 Safety and security  
 Health and social services  
 Land use management and spatial planning  
 Energy, water and telecommunications  
National government  
 Promoting member country as a destination of 
choice  
Provincial government  
 Coordinating and promoting the respective 
provinces  
Local municipalities:  
 Tourism and general signage  
 Bylaws  
 Quality infrastructure development, 
maintenance and municipal services  
Coordinated tourism marketing and information provision 
(for example, visitor information centres ) 
Tourism  National Department of Tourism (NDT) Tourism 
Business Council in country of destination  
Related associations  
Communications  Telecommunications companies  
Retail  Council of Shopping Centres and other related 
associations in country of destination  
Business process outsourcing  Telecommunications companies  
Private businesses  Tourism Business Council in country of destination  
Neighbouring countries  Department of Home Affairs  
       
 
Table 4 — Phase 4: Leave country of destination  
 
1 2 
Activities  Key stakeholders in country of destination  
Transport to airport and transit to 
aircraft  Airport management and airlines companies  
Checking in, luggage safety and 
weight, boarding – duty free shopping  Airport management and airlines companies  
Security checks  Department of Home Affairs, Revenue 
Authorities  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  6 
  
5.3  Management  and administration  
 
Senior management shall provide evidence of its commitment to the development and implementation of quality 
management systems and to continually improving their effectiveness by  
 
a) communicating the importance of meeting customer, statu tory and regulatory requirements,  
 
b) establishing a quality policy,  
 
c) ensuring that quality objectives are established,  
 
d) conducting management reviews,  
 
e) ensuring the availability of resources, and  
 
f) ensuring that performance management and management of business operations are put into place in 
order to ensure that customer service is the focal point of the whole organization, and ensure that new 
employees receive training on the business customer ser vice model by participating in the induction 
programme.  
 
5.4 Key focus areas  
 
Excellent service shall be provided if norms and standards are applied in the following focus areas:  
 
a) marketing;  
 
b) product development;  
 
c) service delivery;  
 
d) follow up; and  
 
e) service recovery.  
 
 
 
5.5  Schematic presentation of the interrelatedness of the key focus areas  
 
The interrelatedness of the key focus areas is indicated in figure 2.  
 
 
 
 
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  7 
  
 
 
Figure 2 –– Interrelatedness of key focus areas  
 
 
 
 
 
 
 
 
Marketing Product
Consistency of message
Accuracy of information and 
accessibility of the information
Constant updating of message
and material
Research and evolve to meet 
guest needs
Honest and truthful information
Market sensitive /non-offensive 
marketing
Consistent collection and 
evaluation of information
Accuracy of information
collected
Revision and evaluation of 
monitoring tools
Research companies and 
feedback systems
Reporting mediums of 
stakeholders
Rewards and awards systemQuality
State of repair
Flexible/choice
Facilities offered and avaliable
Value for money
Universal accessibility
Safety and security
Continuous training
Confidentiality and privacy 
with information management
Environment friendly products
Non-discriminatory products
 and services
Professionalism/upskilling/
training
Value for money
Professional interaction
Guest-centred processes
Efficient service delivery
Service excellence orientated
organizational behaviour
Constructive peer reviewing
Waiting time
Presentation serviceGuest-focussed attitudeMonitoring and evaluation Service deliveryGuestManagement
Administration 
Drg.914bDEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  8 
 5.6  Considerations regarding the key focus areas  
 
The interrelatedness of the key focus areas is shown in figure 3.  
 
 
 
 
 
 
Figure 3 — Contributing factors towards a positive guest service experience  
 
 Constant
monitoring,
analysis and
  evaluationAccurate and 
  consistent
  marketing 
Friendly but
professional 
   serviceA good quality
      product
Drg.934All these factors contribute towards a positive
                guest service experienceDEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  9 
 6.  Tourism  service excellence requirements  
6.1  Marketing  
 
6.1.1 The organization shall consider the accuracy of the information that is provided when marketing its 
products and shall pay attention to the following aspects:  
 
a) Consistency of the message  
 
The organization shall ensure that the messages that are conveyed throu gh the various marketing 
media are in line with its obligations to its guests.  
 
b) Accuracy and accessibility of information  
 
The information shall also be presented in an accurate manner that is easily accessible to the guests.  
 
c) Constant updating of the message and material  
 
The organization shall ensure that the messages and materials that are published by the various media 
for marketing purposes are updated at regular intervals to ensure that they create realistic expectations 
of the product and service  offering. A business in the tourist sector should update its marketing materials 
within one month after making changes to its product offering.  
 
d) Research and evolve in order to meet the needs of guests  
 
The organization shall ensure that it researches and  refines its marketing strategies to meet the evolving 
needs and requirements of guests.  
 
e) Honest and truthful information  
 
The organization shall ensure that the messages in the various marketing media are honest, truthful 
and achievable.  
 
f) Market sensitiv e versus inoffensive marketing  
 
The organization shall ensure that the messages in the various media are inoffensive and do not infringe 
on the constitutional rights of others.  
 
6.2  Products  
 
The organization shall ensure that the product that is delivered matches the planning and specifications of the 
product that was marketed, especially in the following respects:  
 
a) Quality  
 
The organization shall ensure that the products it provides are of quality and match or exceed the needs 
of guests.  
 
b) State of repair  
 
The organization shall ensure that the products it provides match or exceed guests’ expectations.  
 
c) Flexibility versus choice  
 
The organization shall ensure that guests have a choice of products and services that meet or exceed 
requirements.  
 
d) Facilities  
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  10 
 The organization shall ensure that sufficient facilities are available to meet or exceed the needs of 
guests while taking into account such constraints as the availability of resources.  
 
e) Value for money  
 
The organization shall ensure that guests are offered  fair value for money and that they have a sense 
of having received value for money when they depart.  
 
f) Universal accessibility  
 
The organization shall ensure that guests have easy access to the facility and should provide alternative 
means of access . 
 
g) Safety and security  
 
The organization shall ensure that adequate safety and security measures are in place (see annex B).  
 
h) Continual training  
 
The organization shall ensure that all the staff is continually trained and skilled in product knowledge 
and the delivery and support services offered by the organization. Training shall be reviewed at regular 
intervals and shall involve all levels of staff.  
 
i) Information management: Confidentiality and privacy  
 
The organization shall ensure that the privacy of guests  is respected and that mechanisms are put in 
place to ensure that the confidentiality of information provided by guests is guaranteed.  
 
j) Environmentally friendly products  
 
The organization shall ensure that it incorporates the requirements  of Environmentall y friendly products .  
 
k) Non-discriminatory access to products and services  
 
The organization shall ensure that non -discriminatory and inclusive access is offered to products and 
services.  
 
l) Adherence to grading criteria  
 
Graded establishments shall maintain and exceed the levels as stipulated in the grading criteria.  
 
6.3 Service  delivery  
 
The organization shall ensure consistent delivery of service in line with the prescribed processes and outcomes 
in the following way, and ensure that it does not depe nd on individual staff members:  
 
a) Professionalism/upskilling/training  
 
The organization shall ensure that all staff members are continually trained and upskilled in a variety of 
service proficiencies, which will result in a quality service offering.  
 
b) Value for money  
 
The organization shall ensure that their guests are offered an adequate service that promotes a sense 
of having received value for money.  
 
c) Professional interaction  
 
The organization shall ensure that all interaction with the guests is conducted on a professional basis.  
 
d) Guest -focused attitude  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  11 
  
The organization shall ensure that, at all times, the focus and attention is on fulfilling the needs and 
requirements of the guests, all the while ensuring that this is done within the organization’s capacity to 
deliver relevant products and services.  
 
e) Guest -centred processes  
 
The organization shall ensure that set systems and processes are in place which will result in the quality 
of service and will ensure consistency when dealing with guests.  
 
f) Efficient serv ice recovery  
 
The organization shall implement systems and processes to receive and address complaints and 
queries to ensure the speedy resolution of complaints in line with set company standards.  
 
g) Service excellence -orientated organizational behaviour  
 
The organization shall adopt operational behaviour that focuses on delivering acceptable  service and 
value to guests.  
 
h) Constructive peer reviewing  
 
The organization shall approach its peers in order to make a rrangements for an independent evaluation 
of its services.  
 
6.4   Monitoring , evaluation and continual improvement  
 
The organization shall consistently monitor, evaluate and continually improve the level of product and service 
provision against the following criteria:  
 
a) Consistent collection and evaluation of information  
 
The organization shall ensure that the information collected and evaluated is consistent and meets the 
needs and expectations of the guests. The organization shall also ensure that service delivery is 
constantly monitored and analysed . 
 
b) Accuracy of information  
 
The organization shall ensure that the information collected and evaluated is accurate, thorough and in 
line with the relevant methods (see annex A).  
c) Revision and evaluation of monitoring tools  
 
The organization shall ensure that the monitoring and evaluation policies, procedures and processes 
are updated at regular intervals.  
 
d) Feedback systems  
 
The organization shall establish and implement guest feedback systems.  
 
e) Reporting medium of stakeholders  
 
The organization shall utilize the reporting media and processes as indicated in the tool that is provided 
(see annex A).  
 
f) Rewards and awards system  
 
The organization is encouraged to implement an internal rewards and awards system which 
 promotes the development and growth of service excellence in the industry.  
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  12 
 Annex A  
 
(informative ) 
 
The development of an organizational code of conduct  
on tourism service excellence  
 
A.1 Framework  
 
A.1.1  Establishments  
 
The code on Tourism Service Excellence shall be supported by an organizational framework for decision -
making and by applied actions during the planning, design, development, implementation, maintenance and 
improvement of the code. This framework shall involve assessment of resources,  provision and deployment to 
conduct interrelated activities to fulfil the objectives of the code. The framework shall provide for executive 
management commitment, assignment of appropriate responsibilities and authorities, and training programmes 
should b e established throughout the organization.  
 
A.1.2  Integration  
 
The code framework shall be based upon the quality and other management systems of the organization  and 
should be  integrated with them where appropriate.  
 
A.2 Planning , design and development  
 
A.2.1  Determination  of objectives  
 
The organization shall determine the objectives that must be achieved by applying the code.  
 
NOTE    The objectives of the code shall be articulated in such a manner that it is possible to determine to what extent they 
have been fulfilled by using the performance indicators that were identified by the organization.  
 
A.2.2  Gathering  and assessment of information  
 
Information shall be gathered and assessed concerning the following:  
 
a) the matters that the code deals with and  its application to Tourism Service Excellence;  
 
b) how these matters arise;  
 
c) how these matters shall be dealt with;  
 
d) how and to what extent these matters affect activities that are not related to the code or the application 
of the principles of Tourism Servi ce Excellence;  
 
e) how other organizations deal with the code and how they apply the principles of Tourism Service 
Excellence;  
 
f) resources and other implications of the use of the code; and  
 
g) statutory and regulatory requirements associated with the use of the code.  
 
NOTE  This information is intended to assist the organization in articulating the purposes of the code and in determining an 
appropriate approach to the development and assessment of a code. The code and the other activities of the organization 
shoul d be aligned with the Tourism Service Excellence Initiative.  
 
A.2.3  Feedback  from interested parties  
The organization shall obtain and assess feedback from the relevant interested parties (e.g. guests, suppliers, 
industry associations, consumer organizatio ns, relevant government agencies, personnel and owners) 
concerning the content of the code and how it can be applied in order to promote tourism service excellence.  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  13 
 A.2.4  Preparation of the code  
 
A.2.4.1  The organization shall prepare a code of practice that is based on the information it has gathered. The 
code shall be clear, concise, accurate and not misleading, and should be written in simple language. The code 
shall include:  
a) a scope and purpose that fits the profile of the organization and those of it s guests,  
 
b) the obligation to its guests and any limitations to this commitment,  
 
c) definitions of key terms,  
 
d) an indication of how and to whom enquiries, complaints and compliments regarding the code should be 
directed, and  
 
e) a description of the action that will be taken if the commitments made in the code are not honoured.  
 
A.2.4.2  The organization shall ensure that the code can be effectively implemented and that its provisions are 
not in violation of any statutory and regulatory requirements. Statutory and  regulatory requirements concerning 
deceptive or misleading advertising and prohibitions against anti -competitive activities are of particular 
relevance. The organization shall also ensure that the provisions of the code take into account any other relevan t 
codes and standards.  
 
A.2.4.3  The organization shall consider testing the code to determine the need for adjustments.  
 
A.2.5  Preparation of performance indicators  
 
The organization shall prepare quantitative and qualitative performance indicators designed to assist it in 
understanding whether the code is successful in fulfilling its objectives.  
 
NOTE    Performance indicators associated with a code can include grading or ranking from customer satisfaction surveys, 
or statistics regarding complaints and their resolution.  
 
A.2.6  Preparation of code procedures  
 
A.2.6.1  The organization shall prepare procedures for the implementation, maintenance and improvement of 
the code, including procedures for dealing with enquiries, complaints and compliments. The  organization shall 
identify obstacles to the effective use of the code and shall deal with them. Incentives shall be identified that will 
assist in the implementation, maintenance and improvement of the code.  
 
A.2.6.2  Procedures shall be developed in acco rdance with the applicable statutory and regulatory 
requirements. They include the following:  
 
a) communicating the code to the guests ; 
 
b) training relevant personnel on the code;  
 
c) resolving instances where the relevant commitments were not met;  
 
d) recording enqu iries, complaints and compliments relating to the code;  
 
e) recording and evaluating the performance of the code;  
 
f) using and managing records; and  
 
g) disclosure of information regarding the implementation of the code.  
 
 
 
 
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  14 
 A.2.7  Preparation  of internal and external communication plans  
 
The organization shall develop a plan to make the code of practice and its supporting information available to 
personnel and other parties who are involved in applying it. (An example of this is the use of a f eedback form).  
 
A.2.8  Resources  
 
The organization shall determine what resources are needed in order to meet the commitments made in the 
code and to provide adequate remedies (e.g. customer compensation) in those instances where the 
requirements of the cod e were not met. Resources include personnel, training, procedures, documentation, 
specialist support, materials and equipment, facilities, computer hardware and software, and finances.  
 
A.3 Implementation  
 
A.3.1  The organization shall manage activities rel ating to the implementation of the code in a planned and 
timely manner.  
 
A.3.2  The organization shall implement the following, at appropriate levels within the organization:  
 
a) Apply relevant procedures and internal and external communications plans.  
 
b) Provid e appropriate remedies to customers.  
 
c) Take the necessary action to promptly deal with cases where the provisions  of the code are not met. 
The relevant actions shall be initiated after a complaint relating to the code has been received or when 
it becomes cl ear that a requirement of the code was not met as a result of information that was gathered 
regarding performance to the code.  
 
A.3.3  The organization shall record the following:  
 
a) the resources that were used in applying the code;  
 
b) the type of training and  the instructions the personnel have received regarding the code;  
 
c) the application of the internal and external communications plans; and  
 
d) the handling of enquiries, complaints and compliments relating to the code, and the remedial actions 
that were taken by the organization.  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  15 
 A.4 Maintenance  and improvement  
 
A.4.1  Collection  of information  
 
The organization shall regularly and systematically collect information on the effective and efficient evaluation 
of performance in accordance with the code which should also include feedback that has been received and 
the records as described in clauses 2 and 3.  
 
A.4.2  Evaluation  of performance  
 
A.4.2.1  The organization shall regularly and systematically evaluate its performance in accordance with the 
requirements of the code.  The evaluation shall include the verification and analysis of the degree to which the 
overall objectives as stated in the code have been achieved and the extent to which commitments made in the 
code have been met.  
 
A.4.2.2  Enquiries , complain ts and compliments relating to the code or its use shall be classified and analyzed 
in order to identify systemic, recurring and single incidents, problems and trends, and to help to eliminate the 
underlying causes of complaints.  
 
NOTE    It is advisable th at the organization takes steps in order to determine whether enquires, complaints and compliments 
about products and processes that do not mention the code, are nonetheless related to its provisions. Such enquiries, 
complaints and compliments can reveal a buse of the provisions of the code.  
 
A.4.2.3  To evaluate the impact of the code, information is needed on the situation before the code was 
implemented and from then on it shall be gathered at appropriate intervals. The information can be used to 
determine weaknesses in the design and implementation of  the code, and also to demonstrate the results of 
using it and the progress that was made.  
 
A.4.3  Customer  satisfaction  
 
Regular and systematic action shall be taken to determine customer satisfaction with regard to the code and its 
application. Actions m ay include random surveys of customers and other techniques.  
 
A.4.4  Review  
 
A.4.4.1  The organization shall review the code and the code framework on a regular and systematic basis in 
order to  
 
a) maintain their suitability, adequacy, effectiveness and efficiency,  
 
b) highlight instances where commitments were not honoured,  
 
c) assess the need and opportunities for improvement, and  
 
d) provide for appropriate decisions and actions.  
 
A.4.4.2  The organization shall include the relevant information as regards the fo llowing aspects when 
conducting the review:  
 
a) changes to the code and the code framework;  
 
b) changes in legislation;  
 
c) changes in the practices of competitors, or technological innovations;  
 
d) changes in the expectations of society;  
 
e) meeting the commitments made  in the code;  
 
f) the status of corrective and preventative actions;  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  16 
  
g) products offered;  
 
h) actions decided upon during previous reviews.  
 
A.4.5  Continual  improvement  
 
A.4.5.1  The organization shall continually improve the code and the code framework in order to  increase 
customer satisfaction, using means such as preventative and corrective actions, and innovative improvements.  
 
The organization shall take action to eliminate the underlying causes of existing and potential problems which 
lead to complaints in ord er to prevent their recurrence.  
 
NOTE    An organization that implements a code developed by another organization should inform that organization of the 
problems it experiences.  
 
A.4.5.2  The organization shall  
 
a) explore, identify and apply best practices in the structure, content and application of the code,  
 
b) promote a customer -focused approach in the organization,  
 
c) encourage innovation, and  
 
d) recognize examples of outstanding performance and practices relating to the code and its application.  DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  17 
 Annex B  
 
(informative)  
 
Tourism service excellence: Safety and security  
 
The key focus areas relating to the safety and security of guests are shown in table B.1.  
 
 
Table B.1 — Tourism service excellence: safety and security  
 
1 2 3 
Concern  Key focus areas  Participants  
Safety and security 
of guests  
 Awareness and capacity building  
 
Initiatives:  
 
safety tips  
road shows on awareness  
customer care at touch points  
erection of information boards at shopping 
centres and strategic points  
tourism safety initiative (TSI)   
 
Lead :  
 
National Police (management and 
expedition of the reported case in 
accordance with applicable 
prescripts)  
 
Tourism Business Council in 
member state (management and 
implementation of TSI)  
Safety and security 
of guests  
 Access:  
 
Toll-free number  
Visit to a local police station serving the 
area 
Consult the National Police website  
 
Reporting procedures : 
 
Methods:  
 
Verbal report  
Provide with information on the process to 
be followed  
Complete written statement utilizing 
appropriate forms from N ational Police  
Receive a case number  
Receive information on appropriate actions  
 
Recording:  
 
Statements to include all facts and to be 
signed  
All documents to be stamped accordingly  
Case to be recorded in the appropriate 
national police register  
Case number to be reflected in all 
documents and in registers as per National 
Police Service prescripts  Partners:  
 
National Department of Tourism  
 
Guidance in terms of service 
excellence principles and other 
strategic and policy matters)  
 
Department of Health  
Diagnosis, prognosis, medication 
and referral where necessary  
 
Department of Home Affairs  
Provide the necessary travel 
documents in case they were lost  
 
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  18 
 Table B.1 (continued)  
 
1 2 3 
Concerns  Key focus areas  Participants  
Safety and security of 
guests  
 Referral : 
 
Refer to the relevant structures where necessary.  
 
Documentation:  
 
Referral to relevant structures where necessary  
ID document  
Passport  
Residential/physical address  
 
Timeline  
 
Procedure to take approximately 15 minutes depending  
on the complexity of the case  
 
Follow ups:  
 
Progress report or a weekly/ fortnightly/ monthly update 
depending on the level of complexity of the case.  
 
Information to be provided on the outcomes  
 
Progress report or an update to be provided 
weekly/fortnightly/monthly depending on the level of 
complexity of the case.  
 
Information to be provided on the outcome of the case.  
 
Closure  
 
File to be officially closed after the matter has been 
finalized  
  
 
 DEAS 1117:2022    
 
© EAC 20 22 – All rights  reserved  
  
 Annex C  
(informative)  
Tourism and hospitality  sub-sectors  
 
The tourism  and hospitality sub-sectors may  include:  
 
a) accommodation  (hotels, motels, guesthouses, lodges, campsites, hostels, home stay and apartments)   
 
 
b) adventure recreational (Hiking and camping , Hunting and fishing , Rock Climbing , Sailing , Biking  etc.) 
 
c) direct retailers to tourists  (of curios, artefacts, tourist clothing, gear and equipment etc.)  
 
d) event and conferences   
 
e) food and beverages  (restaurants,  fast food sales, cafes, coffee /tea specialty shops  etc.), 
 
f) site and attractions  (game, nature & leisure parks, theatres, museums, galleries, monuments  etc.)  
 
g) transport (airline, vehicles, bus/coach operators  etc.)  
 
h) travel services (travel agents, tour operators, airline/airport workers, event management agencies, 
taxicab associations, etc.)   
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  2 
  
Annex D  
(informative)  
Service cycle points  
 
 
 
 
 
 
 
 
 
 
 
DEAS 1117 :2022  
© EAC 20 22 – All rights  reserved  3