The aims of the
Evaluation and Quality Agency include support for improving the quality of public services.
The Agency therefore writes, proposes, adapts and publishes guidelines, methodological protocols,
management and excellence models and self-assessment guides in alignment with the various
programmes of the General framework for quality improvement. They include:
-
Guide on the performance of expectation analysis and costumer satisfaction surveys
- Guide on the development of citizen charters
- Guide on handling complaints and suggestions
-
Guide on the EFQM Excellence Model self-assessment for Public Administration
-
CAF 2006, el Marco Común de Evaluación. Mejorar una Organización por medio de la
Autoevaluación (CAF 2006, the Common Assessment Framework: Improving an organisation through
self-assessment)
- Guide on assessment. EVAM model:
- Annex I. Assessment questionnaire
- Annex II. Framework document for action
- Annex III. Action handbooks
- Guide for the recognition of excellence
-
Guide on the Ibero-American model of management excellence
self-assessment
for Public Administration
