Canary Islands Public Service Quality Enhancement Decree

The new decree in the Canary Islands sets a clear framework to enhance public service quality, prioritizing citizen satisfaction, efficiency, transparency, and citizen participation.

Key Features

• It mandates the regular evaluation of services through internal and external assessments, using reliable tools such as:
  • performance indicators
  • surveys
  • internationally recognized standards like ISO
• The decree emphasizes the importance of transparent communication, with all evaluations and results published on:
  • official platforms
  • government’s website
  • transparency portals

Letters of Service

• A key feature is the introduction of 'Letters of Service,' documents where government departments publicly commit to specific quality objectives.
• These letters outline:
  • service descriptions
  • targets
  • mechanisms for citizen feedback
• The letters must be:
  • approved
  • published
  • periodically reviewed or revised every two years, ensuring continuous improvement.

Certification and Recognition

• The decree establishes a voluntary certification process for these Letters, adding a layer of quality assurance.
• Additionally, awards will recognize:
  • outstanding efforts by public bodies and staff in enhancing service quality
  • promote best practices across the region.

Overall Goals

This initiative reflects a broader move toward more accountable, efficient public administration focused on meeting citizens’ evolving needs.

It underscores the importance of:

• ongoing improvement
• data-driven decision-making
• inclusive citizen engagement

All these elements are crucial for better governance in the Canary Islands.