Charter commitments Servei d'Citizen Care

Palma City Council has improved its services and acquires obligations with respect to its quality. 

To this end the Council has established lists of services , tools of quality management based on continuous improvement, allowing us to use new methods to better serve the public, a more effective and efficient . 

Charters report , among others : 

• identifying details and purpose of the organization of the service provider
• the ratio of services provided
• forms of participation in improvement projects
• the rights and obligations of users
• Forms for submitting complaints and suggestions
• quality commitments and indicators
• related regulations

You can consult the following texts :

Complete document matrix or letter of commitmentt 

Tríptych

In relation to the Service Ombudsman agrees that the City Council :

1. . The average wait time to OAC should not exceed 10 minutes in 90 % of days. In the remaining 10% should not exceed 15 minutes.
2. Users of OAC should be treated in a friendly, interested and available . On a scale of 1 to 5 the average user surveyed exceed 4 .
3. . Users of OAC should be taken care of quickly and efficiently. On a scale of 1 to 5 , the average user surveyed exceed 4 .
4. Information or advice received by users of the OAC should be valued as a Net . On a scale of 1 to 5 , the average user surveyed exceed 4 .
5. 90% of users of the SAT -010 must be addressed without delay.
6. 100 % of calls to the SAT -010 must be handled in an average time less than 8 seconds.
7. The average waiting time in the tail of the SAT -010 users should be less than 3 seconds in 100% of the calls .
8. The information contained in the database is updated daily on weekdays .
9. Users of SAT -010 must be dealt with in a friendly and respectful . The result of the evaluation of the users must be at least 9 on a scale of 1 to 10.
10. The citizen card must be delivered at the time in 95 % of cases in which users provide the necessary documentation to process your request .
11. Certificates of residence to be able to travel immediately get on the municipal website * in 95 % of cases , using digital certificates as a means of identification.
12. In 100 % of cases, documentation must be registered in the Register of the City Address * 7 days a week 24 hours a day using digital certificates as a means of identification.
13. Necessary to answer 100% of complaints relating to the management of the service to the public in a time not exceeding 15 days.

Monitoring compliance with these commitments is published quarterly and the following document:

Dashboard Charter commitments Service Ombudsman 2013.

The monitoring of these indicators in recent years published the scorecards in 2010, 2011 and 2012 .