Spain has experienced various administrative reform processes that have led to regulatory projects of various scope. It is worth mentioning, among others, the Modernization Plan of the State Administration in the 1990s, which gave rise to the implementation of quality models of public services and reforms

Taking as reference the diagnosis contained in the framework document Consensus for an Open Administration The following priority areas for action have been identified:

2.1. Guarantee and make effective the right of citizens to interact with Public Administrations.

Spain starts from a good position in the provision of digital public services thanks to the development of successive digitization plans, which have allowed to improve the accessibility of public services. This growing digital interaction, which generates important benefits, also poses a challenge associated with the digital divide and the need for inclusive public services, so it is necessary to promote

The quality of administration is essential for improving competitiveness in the context of the dual digital and green transition. The Communication from the European Commission on Improving the European Administrative Area (ComPAct) states that "in a rapidly changing world, faced with complex economic, social, technological and environmental changes, as well as multiple transitions, it is essential to have high-quality public administrations for good governance and for the effectiveness of EU and Member State action. […] The implementation of this policy agenda depends on high-quality, innovative and resilient public administrations at all levels of the Member States..»

The public service of attention to citizenship is essential and aims to facilitate the exercise of rights and the fulfillment of duties in relations with public administrations. This service is based on principles of free choice of care channel, universal accessibility, equality, non-discrimination, quality, effectiveness, efficiency, transparency and protection of personal data.

Las Conclusions of the working groups of the Public Innovation Laboratory and HazLab of the framework document of Consensus for an Open Administration propose to address in an overall approach the different modifications that are considered relevant to favor a transformation of the Administration in the management of its organizational resources, data, the best provision of services of attention to citizenship and measures of innovation and regulatory improvement.

1.- Suitability and convenience of a reform

1. In general, are you satisfied with the functioning of the public services you use? Yes/No

2. Expand, where appropriate, the answer.

3. Which of the following options best describes the State Administration? Point to a maximum of 3 answers.

· It is effective

· Treat all people equally

· It is slow and bureaucratic

· It is accessible

· It is poorly digitized

· Give enough information

· Offers quality services

· It is not close to citizenship