Guide to Demand Analysis and User Satisfaction Assessment Studies (2014 edition)
The Resolution of 6 February 2006 of the suppressed General Secretariat for Public Administration approved the guidelines for the development of the programmes of the general framework for quality improvement established in Royal Decree 951/2005 of 29 July.
They argued that the very nature of quality programs advised that the operational instructions for the development of such programs were more indicative than prescriptive. Therefore, it was considered more effective and appropriate that they should take the form of practical guides with the corresponding methodological and management criteria, which would facilitate public organizations to carry out their activities in this area. Thus, the second point of the Resolution determined that the methodological framework for conducting the research work referred to in article 6.2 of the aforementioned Royal Decree would be constituted by the Guidance Guide for conducting studies of demand analysis and satisfaction surveys, a document that was published in 2006 and that constituted the first edition of the Guide that is now published.
On the other hand, after Royal Decree 951/2005 of 29 July, the Sectoral Conference on Public Administration approved on 16 November 2009 the Charter of Commitments to the Quality of Public Administrations with the purpose of establishing a common approach by the different Spanish administrations, aimed at the adoption of commitments for the development of quality in public management and to the alignment of the actions of the Public Administrations. In this context, the 5th of the commitments of the Charter, dedicated to the implementation of the ongoing analysis and evaluation of public norms, programs, plans and policies, as well as of organizations and services, states that qualitative and quantitative tools will be developed, incorporating the expectations, perceptions and valuations of key actors, with an open methodologically but rigorous and structured approach.
The Guide now presented therefore has the dual purpose of responding both to the development of Royal Decree 951/2005 and to the Charter of Commitments to the Quality of Spanish Public Administrations, updating after eight years the contents of the first Guide, in order to facilitate public organizations to listen to the voice of their interest groups.
Quick Guide
This publication, under the name of the Annex to the Guide to Conduct Demand Analysis and User Satisfaction Assessment Studies, offers a Quick Guide in "presentation" format to practically summarize all the contents set out in the main document.