PAGCOR retains ISO certification amid push for quality, accountability
The Philippine Amusement and Gaming Corporation (PAGCOR) has once again secured its ISO 9001:2015 certification, reinforcing its dedication to quality governance and operational efficiency across its multi-site operations. The accreditation was conferred by DQS Certification Philippines, Inc. (DQS) and follows a week-long series of surveillance and scope extension audits conducted from 16 to 20 December 2024. The results of the audit were formally recognised during an awarding ceremony held on Thursday at PAGCOR’s Corporate Office in Pasay City.
“This is the result of the collective effort of the entire PAGCOR family,” Alejandro Tengco, PAGCOR Chairman and CEO, said. “It reflects our team’s discipline, teamwork, and commitment to quality service for the benefit of the government and the Filipino people.”
The surveillance audit reviewed the performance of eight existing sites, including the Main Corporate Office and Casino Filipino branches in Tagaytay, Angeles, Citystate, Cebu, Ilocos Norte, Olongapo, and Bacolod. In addition, the certification’s scope was expanded to cover ten more locations, such as Casino Filipino Grand Regal, Malabon Grand, Binondo, Manila Grand Opera, Greenery, Midas, Kartini, Oriental Pearl, Networld, and Tropicana in Las Piñas.
Technological improvements and employee engagement highlighted
Auditors praised PAGCOR’s senior management for its role in ensuring adequate quality control, risk management, and continuous improvement across the organisation. The report noted PAGCOR’s operational coherence, cross-functional collaboration, and a strong focus on employee engagement and customer satisfaction.
“Innovations in our operations, such as enhanced cash transaction handling at gaming tables and expanded use of customer feedback systems, were recognised in the audit,” Tengco explained. “Our adoption of digital tools, including the ‘Card Canister Randomizer’ and e-learning modules for compliance training, especially in anti-money laundering, has also strengthened our service delivery.”
The ISO 9001:2015 certification remains valid until 21 March 2026 and applies to PAGCOR’s widespread operations nationwide.
PAGCOR’s growing revenues and public contributions
The certification comes as PAGCOR posts record-high earnings in 2024, reporting revenues of PHP112 billion (€1.84 billion), a 41 percent increase from the previous year, driven by the growth of the Electronic Games (E-Games) sector. Tengco had earlier noted that the continuous growth of the E-Games sector is the key driver of PAGCOR’s record-breaking performance.
As a result of this financial upturn, PAGCOR increased its contributions to government programmes and nation-building efforts by nearly 38 percent, amounting to PHP68.2 billion (€1.12 billion). Among the primary beneficiaries were the National Treasury, the Philippine Sports Commission, and various local government units hosting Casino Filipino branches.
A model for government corporations
By maintaining its ISO 9001:2015 certification, PAGCOR said it continues to set a benchmark for government-owned and controlled corporations (GOCCs) in the Philippines. The agency’s focus on quality assurance, technological modernisation, and financial transparency illustrates a model of governance that balances regulatory responsibilities with revenue generation.
“Maintaining our ISO 9001:2015 certification is certainly no small feat,” Tengco reiterated. “It proves that we are not only meeting global standards but continuously improving our processes to better serve the Filipino public.”
