Guide to Service Letters

• The document is titled "Guide for the development of service letters".
• It is published by the Ministry of the Presidency, State Agency for Evaluation of Public Policies and Quality of Services in Spain.
• The first edition was in 2006, with a second revised and expanded edition in 2010.
• The document is protected by intellectual property law, all rights reserved.
• Reproduction is permitted if the source is cited.

Definition of Service Letters

• Service letters are defined as written documents used by organizations to inform the public about the services they manage.
• These letters detail the quality commitments in service delivery and the rights and obligations of users.
• They highlight the effectiveness of public administrations in their interactions with citizens.

Regulatory Framework

• The State Agency for Evaluation of Public Policies and Quality of Services (AEVAL) has initiated the certification of service letters.
• This is based on Article 6.2.k of its Statute approved by Royal Decree 1418/2006.
• In the General State Administration, service letters facilitate citizens' rights, improve quality, and clarify public managers' responsibilities.
• They are aligned with the Royal Decree 951/2005, which sets the general framework for quality improvement in the General State Administration, its autonomous bodies, and managing entities.
• They should be prioritized by entities that serve external citizens or the general public.
• The term "organization" is used generically in the guide to avoid confusion with specific terms like "entity".

Conventional Service Letters: Content

• Information of a general and legal nature
• Quality commitments offered and indicators
• Assurance systems and other measures
• Measures for correction, compensation, or repair
• Complementary information

General and Legal Information Section

• Identifying data and purposes of the service provider are included.
• The official name of the organization, commonly known name or department to which they are assigned, and its legally assigned functions are expressed.
• There is a clear and concise list of provided services, procedures, or benefits.
• Specific rights of users concerning services are listed.
• Forms of collaboration/participation of citizens and users are mentioned.
• Ways to submit complaints and suggestions are expressed.
• Updated list of regulatory standards for each service is included.

Quality Commitments and Indicators

• This includes the levels of quality offered and indicators for quality evaluation.
• The declaration of quality commitments constitutes the core of a service letter.
• Commitments should be realistic, numerical (deadlines, waiting times), and verifiable by the user.
• They should surpass a mere restatement of existing regulations for public administrations.

Evaluation Indicators

• Indicators for monitoring and evaluating quality are given.
• The indicators should be directly related to the commitments to allow for verification of compliance.
• Each commitment should include at least one associated indicator.

Assurance and Other Measures

• The guide specifies additional measures that ensure gender equality, improve service accessibility, offer better service conditions, and include standardized quality, environmental, and occupational health and safety management system.

Correction, Compensation and Reparation

• Remedial measures for breach of commitments are specified, aligning with the legal framework of the service.
• These measures are independent of the procedures established in articles 139 to 144 of Law 30/1992.
• It also specifies how users can make claims for non-compliance of quality commitments.

Complementary Information

• Electronic and postal addresses, phone numbers, and office locations for service delivery are provided.
• There is identification and contact information for the unit responsible for the service letter.
• Other relevant data about the organization and its services, such as activities and related entities, is given.
• Information about access and transportation is provided.
• The publication year and validity period of the service letter are indicated. The validity period should not exceed three years.

Process of Developing

• A series of activities is required for developing a service letter.
• The process includes the establishment of a working team.
• Identification of general and legal data of the agency.
• Setting the quality and indicator commitments.
• Identification of the systems aimed at ensuring the quality and other measures.
• Specification of the measurements for any issues.
• Finalizing supplementary details.
• Draft creation
• Internal and external communication
• A plan for tracking and upgrading.

Elaboration of a Service Letter: Responsibilities

• The responsibilities include functional aspects from those defined in articles 10, 11, and 12 of the Real Decreto 951/2005.
• The top official of the organization appoints who will coordinate the creation of the letter.
• The top official bears ultimate responsibility.
• Once drafted, the letter requires that the Secretariat submit it to AEVAL for review.
• A favorable report from AEVAL is necessary.
• If economic measures are expected, a report from the Ministry of Economy and Finance is also needed.
• Directives are issued by AEVAL, harmonizing the letters with support from Service Inspectors or departmental quality units.

Team of People

• The unit also specifies the goals: encourage changes, and enhance the standard.
• The team needs the skills as well as the people across the company.
• Naming a person to lead it is also vital.
• The team might have one/two supervisors from the firm.
• One/two workers of the company are direct partners with customers.
• One to two workers are known for their work.
• A head of the team can be given,

Info Gathering

• When this point reaches the crew gathers and looks at the existing rules.
• It determines all the data given from page one and to act under rules.
• A chart of normal details will come from the steps outlined.

Quality Commitments

• The most vital and complex part involves defining quality guarantees.
• Set commitments by using strict rules
• Research letters from comparable areas to assist.
• Series of measures that need to be detailed.
• All the primary aid that is offered.
• The needs are understood as benchmarks for quality.
• Benchmarks are noted
• Levels and signs of grades are listed.
• High grade engagements are shown.

Electronic Service Letters

• The majority of public administrations offer services to which it is possible to get access electronically.
• These services are the subject of electronic service letters.
• The Law 11/2007, promotes the rollout and implementation of electronic access for people.
• Within the General State management the electronic documents are listed with what can be accessed.
• The official headquarters give access and the services it is able to use.

Electronic Service Letters: Content and Structure

• The steps for service letters is a lot like that of a normal service document.
• Specifics and details can be found
• What is listed and what is listed to the side.
• Its free and given access.
• A sign can be displayed, it can also go as basic and complete.
• The level requires improvements.
• Rules for use are given.
• It is to be in the legal code.

Service Letter Certification

• Certification is pursued as an expression from their engagement with progress
• There is confirmation of the high worth.
• By which they sign off
• To see the material is there.
• Follow the standards that the service asks for.
• There will be a seal

Letter Structure

• Showing the request that holds service proof.
• Fees that are attached to support.
• Appraising letters.
• Delivering the seal .