The General Framework for Quality Improvement in the General Administration of the State, established by Royal Decree 951/2005, of July 29, defines the Program of Letters of Services.

The Service Letters are documents through which the bodies, bodies and entities of the different administrations inform citizens and users about the services they have entrusted to them, about the rights they receive and about the commitments of quality in their provision.

The Letters of Service Programme details the meaning, scope and objectives of the Letters of Service of organizations as an element of transparency and commitment to quality in the provision of public service. At the level of the General Administration of the State, the adoption of a Charter of Services requires the issuance of a favourable mandatory report by the General Directorate of Public Governance.

This Program provides for the certification of the Service Letters of the organizations by the General Directorate of Public Governance, which is a higher step within the Service Letters Programme and represents a recognition of the quality of the aforementioned Letters, insofar as it shows the commitment of the organizations to improve the services provided and to increase the satisfaction of the citizens and users of them.

The description of the Service Letters, their typology and content, the process of drafting a Service Charter, their follow-up and the procedure for certifying a Service Charter are contained in the Guide for the Development of Service Letters.

As an integral part of the process of drafting and processing the Letters of Services of the organizations of the General Administration of the State, the General Directorate of Public Governance issues a mandatory report prior to its approval by the departmental sub-secretariats, based on the analysis of the drafts of these documents and in collaboration with the quality units of the Ministries.

Letters of Services published on the Transparency Portal

For any information regarding the mandatory reporting of letters of service you can contact the email calidad.age@correo.gob.es

Once the Letters of Services of the General Administration of the State have been approved, each body or agency carries out the informative actions of these letters, so that they can be known by users in all their units with attention to the public, in the service of attention and information to the citizen of the corresponding ministry and through the Internet.

The Certificate of Service Letters involves a procedure for the evaluation of the Service Letters, by which the General Directorate of Public Governance ensures that these Letters meet the requirements set out in the certification protocol, and for which it issues a document that assures this fact.

The certification procedure is carried out not only on the content of the Charter itself, but also on the methodology followed for its elaboration and the work carried out to that end, on compliance with the quality commitments and monitoring of the indicators considered therein and on the establishment of the criteria for their periodic review.

Resolution of 29 July 2009 adopting the procedure for certifying the Letters of Service of Public Administrations’ Organisations

Resolution of 22 October 2009 approving public prices for certification and accreditation activities

Annex I. Application for certification of Letters of Service
Annex II. Models

For any information about this please contact the email calidad.age@correo.gob.es