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Quality and Good Practice

Assessment and monitoring of quality in the Spanish Public Administration

Apart from the specific quality management system the INE, which is the one applicable to an official statistical office, there is a global system of quality assessment of the Spanish Public Administrations services. This task is carried out by entities such as:

- State Agency for the Assessment of Public Policy and Service Quality (AEVAL): Assessment reports on service quality

The AEVAL is a public organism created in 2007 and governed by Law 28/2006 of 18 July, on State Agencies for the improvement of public services. Through the public services quality Observatory, it permanently analyses the quality of public services, suggesting general initiatives for its improvement. In order to do so, it conducts a series of Assessment reports on service quality

- General Inspection of Services of the Ministry of the Finance and Public Administrations

As of the publication of Royal Decree 951/2005, the General Inspection of Services of the Ministry of the Finance and Public Administrations annually draws up a report which summarizes the measures for promoting quality undertaken within said Ministry, among them the programme of Analysis of User Demand and Satisfaction, the programme of Letter of Services and the programme of Complaints and Suggestions.

- Report on Quality management in the Ministry of the Finance and Public Administrations. Year 2012