Service Quality Assessment Reports

The Directorate-General for Public Governance carries out the following annual reports:

Report on the activity of the Spanish Ministries (ISAM)

Its objective is to generate applied knowledge in the Spanish Public Administration, as well as to contribute to transparency and good governance through the adjusted monitoring and evaluation of the activity developed in a subject that becomes key at a time when the Public Administration must give special samples of its capacity to manage public resources properly.

This report presents an overview of the activities of the Ministries in relation to each of the General Framework for Quality Improvement programs in the General Administration of the State (RD 951/2005): Analysis of Demand and Evaluation of User Satisfaction of the Services; the program of Letters of Services; the program of Complaints and Suggestions; and the Quality of Evaluation of the Services.

    Report on the follow-up of the Ministries' act in relation to the Programs of the General Framework for Quality Improvement of AGE during 2023
    Previous reports

    Report on the public perception of public services

    This report studies the degree of citizens' satisfaction with public policies and services in Spain.

      Open Government
      Previous reports

      Other Quality Reports

      Law 11/2020, of December 30, of General State Budgets for the year 2021 modifies Law 40/2015, of October 1, of Legal Regime of the Public Sector, retrieving state agencies as public bodies belonging to the public institutional state sector.

      The aforementioned law defines state agencies as “entities of public law, endowed with public legal personality, own heritage and autonomy in their management, empowered to exercise administrative powers, which are created by the government to comply with the programs corresponding to public policies developed by the General Government of the State within the scope of its competences”.

      In accordance with the provisions of Royal Decree 210/2024 of 27 February, establishing the basic organic structure of the Ministry for Digital Transformation and the Civil Service, the General Directorate of Public Governance carries out, among other functions, the “to promote the continuous improvement of management through the promotion, development and monitoring of quality programs in public services, based on the search for excellence and the promotion of innovation. In particular, the management and promotion of the quality programmes provided for in Royal Decree 951/2005 of 29 July, establishing the general framework for the improvement of quality in the General Administration of the State.”

      It is in this regulatory context that the Directorate-General for Public Governance continues to produce and present reports on the activity of the State Agencies.

        Report on the activity of the State Agencies 2023
        History of State Agencies Reports

        In addition, AEVAL carried out a series of reports in order to carry out an analysis of the entire cycle of public action, both in its work plans and on quality management in different areas.

        Report on state-owned museums
        Report "Towards a sustainable public administration"