This report analyzes the Quality Management actions deployed throughout 2010 by the State Agencies created from Law 28/2006 of July 18, of State Agencies for the improvement of public services. Law 28/2006 itself establishes the mechanism for monitoring the actions of these bodies in the field of Quality Management. The first additional provision of this standard determines, in its third point, that the State Agency for the Evaluation of Policies and Quality of Services (AEVAL) will be the entity responsible for producing an annual report on the activity of the State Agencies and their commitments to improve the quality of services provided to citizens. It also provides that the resulting report will be forwarded to the Congress of Deputies.

Fulfilling this mandate, the third report of a series started in 2009, prepared by the Service Quality Observatory under the Department of Quality of the State Agency for Evaluation of Public Policies and Quality of Services (AEVAL), is presented.