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  • Data Protection
  • Public participation in policy projects
  • Recovery, Transformation and Resilience Plan
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Digitalization and AI
Telecommunications and Digital Infrastructures
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  • Civil Service
  • Public Governance
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Communication
Contact us
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Public Governance

  • Director-General for Public Governance
    • Front page Administrative simplification and burden reduction
    • What is an administrative burden?
    • Regulatory Impact Analysis. Impact on administrative burdens
    • Manual of Administrative Simplification and Burden Reduction for AGE
    • Agreements with organisations
    • Compensation of administrative burdens. One in - one out
    • Simplification of procedures in public administrations. Situation Map
    • Reference documentation
    • Front page Inspection of Services
    • Regulatory Regulation
    • Audit guide for service inspectors
    • Operational consulting services
    • Selective course of the inspecting function
    • Vacancies of Service Inspectors
    • Load Simplification and Reduction Reports
  • Attention to citizenship
    • Front page Quality in public administrations
    • Management of Letters of Service at AGE
      • Go to Methodology and Guides
      • Guide to Demand Analysis and User Satisfaction Assessment Studies (2014 edition)
      • Model EFQM 2013
      • CAF 2013, the Common Evaluation Framework
      • CAF 2020
      • Guide to Managing Complaints and Suggestions (2013)
      • Interpretation Guide of the EFQM Model of Excellence 2010 for Public Administrations
      • CAF Education (2010)
      • CAF External Feedback Procedure (2009)
      • Guide to the Development of Letters of Services
      • Evaluation Guide. Model EVAM (2009)
      • Guide to Recognition of Excellence (2009)
      • CAF 2006
      • The Value of Excellence Recommendations for excellence in public value creation through the EFQM Model (2018).
      • Guidelines for Public Administration Quality, A Management Toolbox, Summary Version
      • Common Framework on Letters of Service in Spanish Public Administrations (2015)
      • Public services Quality Assessment Guide
      • Guide to the development and management of a letter of services in the Local Administration
      • Assessment Model Guide for Local Government
      • Go to Service Quality Assessment Reports
      • Report on the Activities of the Spanish Ministries (ISAM)
        • Go to Reports on public perception of public services
        • Open Government
        • Trust in the Institutions
        • [Report on public perception in the provision of public services].
        • Stability and improvement in public services
        • Quality and sustainability of public services
        • Quality of Public Services in times of austerity
        • Quality of public services and public attitudes towards modernizing public administration measures
        • The importance of public services in the well-being of citizens
        • Public Administration in the opinion of citizens
        • Public Agenda and Satisfaction with Public Services in the Autonomous State
        • The social perception of public services in Spain 1985-2008
        • Go to Reports on the activity of State Agencies
        • Report to the Congress of Deputies on the Activity of State Agencies during 2016
        • Report to the Congress of Deputies on the Activity of State Agencies during 2015
        • Report to the Congress of Deputies on the Activity of State Agencies during 2014
        • Report to the Congress of Deputies on the Activity of State Agencies during 2013
        • Report to the Congress of Deputies on the Activity of State Agencies during 2012
        • Report to the Congress of Deputies on the Activity of State Agencies during 2011
        • Report to the Congress of Deputies on the Activity of State Agencies during 2010
        • Report to the Congress of Deputies on the Activity of State Agencies during 2009
        • Report to the Congress of Deputies on the Activity of State Agencies during 2008
      • Evaluation E08/2007 of the Quality of Service of Museums of State Ownership
      • Go to Recognition: Certifications and Awards
        • Go to Certification of Level of Excellence of Organizations
        • Organizations whose level of excellence has been certified
        • Go to Quality and Innovation Awards in Public Management
        • Awards for Quality and Innovation in Public Management XIV Edition Memories
        • Awards for Quality and Innovation in Public Management XV Edition Memories
        • 15th edition. Gallery of Videos
        • Awards for Quality and Innovation in Public Management XIII Edition
        • Gallery of images of the Awards for Quality and Innovation in Public Management XII Edition
        • Gallery of images of the 2014 Quality and Innovation Awards Ceremony
    • Knowledge management and dissemination of good practice
    • Advice, consulting, technical assistance and training
    • International Networks
      • Go to Inter-Administrative Network for Quality of Services
        • Go to Quality Conferences in Public Services
          • Go to 7th State Quality Conference in Public Services
          • Gallery of images of the 7th State Conference on Quality in Public Services
  • Transparency
  • Open government
    • Front page Electronic registers and notifications
    • Electronic Register of Seizures
    • Register of Qualified Officials
    • General Electronic Register
    • Notifications
    • Front page Registration Assistance Offices
    • Digitisation of documents and registration
    • Assistance in electronic identification and signature
    • Authentic copies
    • Seizure
  1. Initiation
  2. Civil Service
  3. Public Governance
  4. Quality in public administrations

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"
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