The new framework combines six programmes in a coordinated and synergic way to drive the continuous improvement of public services in Central Government Administration by involving the key stakeholders: policymakers and senior bodies, managers, and civil society. The six programmes are:

- Expectation analysis and costumer satisfaction measurement

- Service charters

- Complaints and suggestions

- Organisation quality assessment

- Recognition (organisation certification and awards)

- Observatory for the Quality of Public Services

To implement these quality programmes, a range of practical guides containing guidelines have been produced to set out the relevant methodological and management criteria and address normative issues for the implementation of Royal Decree 951/2005.

In its decision of 6 February 2006, the secretariat general for public administration approved the guidelines for implementing the programmes under the general framework for quality improvement set forth in Royal Decree 951/2005 of 29 July 2005.

By an authority granted under the Ley 28/2006, de 18 de julio, de Agencias Estatales para la mejora de los servicios públicos (the “Central Government Agencies Act 2006”), Royal Decree 1418/2006 of 1 December 2006, enacting the charter of the Public Policy and Service Quality Evaluation Agency, amended Royal Decree 951/2005 so as to define which of the duties and powers formerly resting with the secretariat general for public administration were to be reassigned to the Agency. The Agency takes on some of the duties of “management and service provision” to central government bodies (advice, methodological standardisation, evaluations, certifications) and to the public (through the conduit of the Observatorio de la Calidad de los Servicios Públicos, the Observatory for the Quality of Public Services)