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Basque users reflect a high degree of satisfaction with the quality of the service provided by the General Administration of the State

22/02/2024
Basque users reflect a high degree of satisfaction with the quality of the service provided by the General Administration of the State
  • The respondents valued with 4.81 out of 5 the attention received, the opening hours and the waiting time in the different procedures they carry out in the offices

  • Denis Itxaso indicates that these good data push the AGE to maintain and strengthen the quality level provided and that training processes will be continued and improved

A study prepared by the AGE shows the high degree of satisfaction among Basque citizens for the attention received (4.81 out of 5). Itxaso wants to show its "satisfaction for the reception of Basque users to the services provided" as well as the "Administration's intention to take steps forward and consolidate even more those aspects susceptible to improvement".

The survey carried out among the citizens of Araba, Bizkaia and Gipuzkoa reflects an increase in surveys answered in 2023 with respect to the previous year among those applicants in the AGE of some kind of information or management such as document registration, digital certificates, endorsements or others. Thus, in Álava 284 surveys have been answered (92 more than in 2022) of 864 people attended, in Bizkaia 269 surveys (+34) of 519 people attended, and in Gipuzkoa 197 surveys (+38) of 377 people attended.

These good data imply a requirement for continuous improvement both in the services provided and in the training processes to be implemented among the components of the public workforce. The intention of the Administration is to intensify and promote this training of employees and employees to adapt more precisely to the needs of society.

Training in Basque

One of the aspects to improve is the attention in Basque to give adequate coverage to the two co-official languages in the Basque Country. In this regard, it is noteworthy that in an internal survey carried out among employees of the AGE, more than half of the staff (55.2%) has shown an interest in increasing their capacities in Basque to be able to better serve the users of the services. In this regard, Denis Itxaso points out that “our objective is to promote voluntarily training among public employees in order to be able to advance in greater services in Basque and that the AGE continues to be recognized by users with the current high or even higher assessment”.