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.