The citizens score 4.91 out of 5 the attention received by the personnel who attend public services in government delegations and subdelegations in the autonomous communities.
It is the outstanding result of the Satisfaction Survey carried out on almost 10,000 citizens in the offices of the General State Administration (AGE) in the territory.
The Minister of Territorial Policy and Democratic Memory, Ángel Víctor Torres, stressed that, with these data, “the high valuation of the offices is consolidated, both in the national whole and in the different territorial units, since they all obtain a valuation above 4 out of 5, which shows a general good opinion about the service provided”.
In the national group, the score exceeds 4.7 in the four dimensions analyzed: opening hours (4.72), waiting time to be attended (4.77), management result (4.82) and, above all, attention given by the staff (4.91), very close to the maximum grade and which also reflects the professional and human value of the staff at the service of the AGE in the territory.
On the other hand, Minister Torres recalled that an audit will be prepared to know the impediments and barriers that remain to make all the offices of the General Administration of the State in the territory fully accessible and without any obstacle for people with disabilities.
Survey Features
The use of paper in the survey has, in turn, increased the participation of the population over 65 years of age, which in 2022 completed only 110 surveys, compared to 840 surveys of this edition, going from 3.65% of respondents to 8.97%.
If we evaluate the most frequent profile of the respondent, it is a woman, from 18 to 40 years old and Spanish nationality. The proportion of women and men participating in the survey as office users is fairly balanced and has a tendency to reduce differences between the two sexes.
In terms of age, the group of 65 or more years is the least frequent; and, finally, 38.25% of the users participating in the survey do not have Spanish nationality, a very high percentage considering that in the overall calculation of the resident population that percentage is 13.16%.
More than half of the respondents, 53.83%, went without an appointment, although among those over 65 years of age this percentage rises to 71.31%. There is also evidence of greater use of prior appointment among younger users, since 51.76% of respondents aged 18 to 40 obtained prior appointment, while among respondents over 65 only 28.69% had attended by appointment.
Most requested services: registration and digital certificates
79.17% of the respondents came to carry out registration procedures and FNMT/Cl@ve certificates. The types of management most performed in the offices are the registration of documents (44.98%) and the issuance of digital certificates FNMT/Cl@ve (34.19%). It is precisely the services provided by the offices in relation to FNMT/Cl@ve digital certificates and endorsements that receive the highest valuation with the highest frequency by users, respectively, in 88.08% and 84.78% of the occasions.
The upward trend since 2021 in the satisfaction with the service received is consolidated, which allows us to conclude that there is an improvement in the perception of the services provided by the offices by the citizens.