On January 5, the Ministry of Territorial Policy and Democratic Memory published the new Letter of Services 2024-2027 of the Government Delegation in Ceuta, a document that reinforces the commitment of this Administration to the citizens through a quality service, 24 hours, 365 days a year.

This Charter of Services establishes new quality standards in the services offered by the Delegation, ensuring a more accessible, agile and effective service for citizens. The main innovations include improvements in response times, the digitization of administrative procedures and new citizen care channels.

Main commitments of the Charter of Services 2024-2027:

· Citizen care without prior appointment for people over 65 and people without access to electronic media:

The office of information and attention in the field of registration provides a mixed service of citizen attention: those who do not want to wait can continue to request an appointment online and for people over 65 years old or those who cannot make use of electronic means can be attended directly through the system of face-to-face turns.

· Reduction of waiting times in the management of administrative procedures:

The Government Delegation in Ceuta has improved its commitment to citizens and businesses by setting shorter response times. For example, less than 3 days for online requests for information to the information and registration office, less than 5 days for the registration or renewal of construction companies in the Registry of Accredited Companies (REA), less than 5 days in requests for salary processing in dismissal trials, less than 7 days for the processing of administrative authorizations for the transmission of the property, less than 7 days for the consultation of files of sanctioning procedures and less than 15 days for the response of complaints and suggestions.

· Expansion of communication channels, with more online services and a greater digital presence:

In addition to communication via e-mail, e-mail or telephone, the Government Delegation has established a new web-consultation communication system for the Aliens Office, which will allow questions to be resolved about the regulations on aliens or to follow up on the dossiers initiated. Foreigners/Consultancy Offices.

In addition, audiovisual content has been strengthened through the publication of videos on youtube and institutional web to publicize the use of digital services: such as requesting the electronic certificate, permanent key, requests for the right of assembly and demonstration, requests for real estate authorizations, use of the geo-portal, international vaccination, electronic registration, web consultations with the immigration office, among others.

· Commitment to transparency by providing clear information on the rights and duties of users.

The letter represents an improvement in the clarity and accessibility of the public services provided and also describes in a measurable and verifiable way the commitments for improvement made by the Government Delegation in Ceuta. The charter allows citizens to know what they can expect from the public service and how to enforce it. In addition, agile claim channels are established to improve the quality of the service, as well as the people responsible for its fulfillment.

From the perspective of transparency, the Charter of Services is more than an informative document, it is a public commitment that allows citizens to know, demand and evaluate the quality of public services.