The Report stresses that the importance that citizens attach to public services is increasing, while the level of dissatisfaction with them, which had increased in recent years, is stabilizing. As was the case in 2013, the importance of public services continues to grow in the eyes of citizens, at the same time as there is a widespread view that it is essential to assess the quality of public services and that specialised bodies should exist to do so.

Another aspect highlighted in the report is that administrative services, both in-person and electronic, are still well valued by the public. The in-person channel is still preferred, although the use of e-government continues to increase. In addition, the trend towards stabilization in the use of e-administration was broken in 2014.

On the other hand, it is observed that general confidence in public employees increases, being noteworthy that this confidence is higher than that of citizens depositing in professionals of some comparable private services.

Finally, the Report points out that there is limited knowledge of public administration reform processes. Reducing public and advisory positions, eliminating duplication, simplifying procedures and greater transparency in the cost of services provided by local authorities are the keys in the opinion of citizens to achieving greater efficiency and sustainability in public administrations.