The Observatory for the Quality of Public Services is a platform for citizen information and engagement in the design of public services. Its role is to:  

- Analyse public service quality from the standpoint of citizens and propose general initiatives for improvement;  

- Conduct in-depth studies of the public services most in demand or of greatest social significance at the given time;  

- Provide the public with an overview of quality of services; and  

- Articulate a forum for citizen engagement.  

The Observatory is intended to provide a broad-ranging view of how public services work, put together with the involvement of the various agents concerned and circulated to all stakeholders, especially citizens.  

The Observatory will thus compile information generated by the implementation of the programmes under the General framework for quality improvement, data on the extent of implementation and impact of horizontal programmes under the Plan Moderniza (electronic government, government simplification, reduction of red tape for the creation of new companies, etc) or relating the knowledge society and competitiveness improvement, data from public organisations providing the public services most highly in demand or greatest social significance for more detailed analysis, information provided by social and economic agents and organisation and associations related to management quality and excellence, public opinion polls on public services conducted by agreement with CIS (the Spanish social research centre), and other data relevant to evaluating performance and quality in the provision of public services.  

The Observatory will also address citizens’ concerns about current public service issues raised in various forums, especially in the citizen engagement space created on this website.  

Finally, the information obtained will be used to prepare a report on quality across all public services. The report, released annually, is intended as an information tool for decision-makers in this field, and will set out conclusions, recommendations and proposed improvements regarding public services.  

The results of studies and analysis will be released on a regular schedule.