Service delivery within local government offices has been fortified through the rigorous implementation of Total Quality Management solutions, a process supported by the Kerala Institute of Local Administration (KILA). The intent is to improve the quality of service delivery by local governments, by improving the accuracy of application submissions, speed of processing files, RTI response time, time for record retrieval etc. KILA provides support in navigating the certification audit process, offering assistance to ensure compliance and readiness for the audit. Office systems, front office managements and record rooms of local governments were all given an upgrade to make them eligible for the certification. Additionally, the institute extends help with surveillance audits, aiding organizations in maintaining their certification status by adhering to the required standards. Beyond these audits, KILA engages in ongoing follow-up and monitoring activities to guarantee continuous improvement and adherence to quality management practices, ensuring that organizations remain compliant and up-to-date with their certifications. The prestigious ISO certification has been conferred upon all gram and block panchayats. KILA is now recognized as the nodal institute, extending its expertise to support local governments in other states such as Karnataka, Jharkhand, Andhra Pradesh, and Assam in achieving ISO certification.