- Includes the list of services provided, as well as the means of contact to present complaints and suggestions and be able to implement remediation measures
The new Letter of Services 2024-2027 of the Delegation of the Government of Spain in the Community of Madrid includes the offer of services, the commitments of improvement and quality offered in the region by the General Administration of the State and its public agencies to the citizens.
With it, the Government Delegation renews the challenge of offering an efficient and quality delivery of its services, through the use in its management of information technologies and resources, and with a firm commitment to the values of transparency and social responsibility that must guide its action as an administration at the service of citizens.
In addition, in this latest edition, information has been incorporated into the document on the plans and measures of equality, quality, environmental protection, accessibility and prevention of occupational risks put in place in the body.
Objectives
Among the objectives of the letter of services, is to inform what services are provided in person (with or without prior appointment) and/or telematics, and to facilitate citizens access to them, with a direct link to each specific service through the List of Services.
Likewise, through it, a series of commitments are established to maintain quality standards in the provision of services, which are grouped into:
- Procedural commitments, related to the deadlines for the response and processing of the services provided.
- Information commitments, reducing response times to inquiries and listening and informing citizens through new technologies.
Thus, for example, the new letter of services establishes maximum deadlines for assigning prior appointments, if necessary, to be attended at the Aliens Office or for processing applications for the approval and validation of foreign non-university degrees.
For the assessment of these quality standards, a series of indicators are incorporated. Periodically, the degree of compliance with the commitments assumed in the letter of services will be published, in accordance with the indicators established for its monitoring and control, as well as the corrective measures adopted where appropriate.
Margin for improvement
The commitments and quality indicators assumed can be improved thanks to the suggestions of the users.
Likewise, in case of non-compliance with any of the stated commitments, the users may contact the unit responsible for the letter to, in this way, initiate the corresponding corrective measures.
About service letters
The approval of the Letter of Services of the Delegation of the Government of Spain in the Community of Madrid for the period 2024-2027 was published in the BOE of September 13 (Resolution of September 3, 2024, of the Undersecretariat, approving the Charter of Services of the Government Delegation in Madrid, for the period 2024-2027).
Service letters are documents that constitute the instrument through which the organs, agencies and entities of the General Administration of the State inform citizens and users about the services they have entrusted, about the rights that assist them in relation to them and about the commitments of quality in their provision.
They are integrated into the set of evaluative actions promoted by the Ministry of Territorial Policy and Democratic Memory within its plan for the improvement of the quality of administrative services, with the aim of building a new Public Administration governed by the functional principles of effectiveness, efficiency, transparency and effective service to citizens, which places them at the center of decisions.
In this regard, it highlights their fundamental role in disseminating among citizens what are the quality commitments of the units of the General Administration of the State and what are the efforts for improvement.