This guide is intended to provide practical guidance for the preparation and certification of a service letter from any public organisation. For this reason, it has a vocation not prescriptive but indicative and is aimed at all types of public administrations, even when it contains elements of Royal Decree 951/2005, of July 29, which establishes the general framework for the improvement of quality in the General State Administration.

In addition to this regulation, its content is inspired by rules and publications accepted in the administrative field, such as the UNE 93200:2008 Standard of Service Card Requirements, the Spanish Association for Quality Guide, the Guide edited by the European Public Administration Network and the Guide for the Implementation of Service Letters published by the late Ministry of Public Administrations and 2003.

Considering that the process of drawing up a service letter has its natural conclusion not only in the implementation of it in the organization, but in the certification of its quality level, the guide is structured in two parts – one referring to the process of drawing up a service letter and the second to the process of certification.