Citizens as users of the service provided to them by the Administration have the right both to know in detail the services they can offer and to receive them with a minimum quality that is required. In this context, there are the Letters of Service, documents through which public bodies inform citizens about the services they manage and about the quality commitments that have been marked in their provision.

This Guide contains a description of the Service Letters, their typology and content, the process of elaboration, their follow-up and the procedure for their certification. It is a review and update of Guide III of the collection of Quality Support Guides for Local Public Management, which was published just over 5 years ago.