Citizens rate 4.91 out of 5 the attention received by the staff attending public services in delegations and subdelegations of the Government in the autonomous communities.

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The attention received by the staff at the government delegations and subdelegations

This is the outstanding result of the Satisfaction Survey carried out on almost 10,000 citizens in the offices of the General Administration of the State (AGE) in the territory.

The Minister of Territorial Policy and Democratic Memory, Ángel Víctor Torres, has highlighted that, with these data, “the high valuation of the offices is consolidated, both in the national set and the different territorial units, since all of them obtain a valuation above 4 out of 5, which shows a generalized good opinion about the service provided”.

In the country as a whole, the score exceeds 4.7 in the four dimensions analyzed: opening hours (4.72), waiting time to be attended (4.77), management results (4.82) and, above all, attention provided by the staff (4.91), very close to the maximum score and which also reflects the professional and human value of the staff at the service of the AGE in the territory.

On the other hand, Minister Torres recalled that an audit will be carried out to find out the impediments and barriers that remain to make all the offices of the General State Administration in the territory fully accessible and without any obstacle for people with disabilities.

Characteristics of the survey
The use of paper in the survey has allowed, in turn, to increase the participation of the population over 65 years of age, which in 2022 completed only 110 surveys, compared to 840 surveys in this edition, going from 3.65% of respondents to 8.97%.

If we evaluate the most frequent profile of the respondent, it is a woman, between 18 and 40 years old and of Spanish nationality. The proportion of women and men participating in the survey as users of the offices is fairly balanced, with a tendency to reduce the differences between the two sexes.

In terms of age, the 65 and over age group is the least frequent; and finally, 38.25% of the users participating in the survey do not have Spanish nationality, a very high percentage if we take into account that in the overall computation of the resident population this percentage is 13.16%.

More than half of the respondents, 53.83%, went without an appointment, although among those over 65 years of age, this percentage rises to 71.31%. There is also greater use of appointments among younger users, as 51.76% of respondents between 18 and 40 years of age had previously obtained an appointment, while among respondents over 65 years of age, only 28.69% had made an appointment.

Services most in demand: registration and digital certificates
79.17% of those surveyed came to carry out registration and FNMT/Cl@ve certificate procedures. The types of transactions most frequently carried out at the offices are the registration of documents (44.98%) and the issuance of FNMT/Cl@ve digital certificates (34.19%). It is precisely the services provided by the offices about FNMT/Cl@ve digital certificates and powers of attorney that receive the highest ratings most frequently from users, respectively, 88.08% and 84.78% of the time.

The upward trend since 2021 in satisfaction with the service received is consolidated, which leads to the conclusion that there is an improvement in citizens’ perception of the services provided by the offices.