According to the Law 28/2006 of July 18, of State Agencies, the objectives that must characterize the activity of these agencies are explained as “satisfying the needs and demands of citizens with the level of quality that society demands at the moment”. In addition, the Law defines the commitment of the public authorities to “the adequate and effective provision of those public services that are managed by the General Government of the State”, in this case through “a new organizational and functional approach of the public bodies entrusted with these services”.

The above-mentioned Act, in its explanatory memorandum, also includes the main mandates, as well as the legislator’s expectations of these bodies. Among them, it is worth mentioning in particular: the implementation of a management model that adequately balances the principles of autonomy, control and accountability of the results, together with the deepening of a new management culture that is based on the fulfilment of clear, measurable objectives aimed at improving the provision of the service, with the consequent advantages for users and taxpayers.

Law 28/2006 itself allocates the responsibilities for the monitoring of the actions of these agencies in the field of Quality Management. The first additional provision of this standard determines in its third point that it will be the State Agency for the Evaluation of Public Policies and the Quality of Services (AEVAL), which is 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. This has been the case since 2008, of which seven reports have been submitted to date.

Thus, in compliance with this mandate, the REPORT of STATE AGENCIES 2015 is presented, which has been prepared by the Department of Quality of Services of AEVAL, with the collaboration of the other State Agencies.