The Service Charter of the 012 Information Service of the Generalitat is an improvement tool through which citizens can demand the provision of public services with the highest quality guarantees and know at all times their degree of compliance. It was approved by the RESOLUTION of June 3rd, 2019, by the Department of Transparency, Social Responsibility, Participation, and Cooperation, which approves the Service Charter of the 012 Information Service of the Generalitat. (Document in spanish)
You can check the degree of compliance with the commitments of this Service Charter at www.gva.es/carta in the section "Carta de Servicios del Servicio de Información 012 de la Generalitat”. (web site in spanish)
Indicator table. We measure quality
| QUALITY COMMITMENTS | ASSOCIATED INDICATORS | TARGET VALUES |
|---|---|---|
| We guarantee quality service to citizenship in the provision of our services | General perception index of service quality | > 7 out of 10 |
| We guarantee personalized attention by qualified information personnel with friendly and appropriate treatment to the user's needs | General index of perception of the service staff | > 7 out of 10 |
| We answer with an average waiting time, considered in monthly periods, not exceeding 35 seconds | Average waiting time for attended calls | < 35 seconds |
| We guarantee enough capability to attend 95% of monthly received calls, considering an average of 6,000 calls a day | % of attended/received calls | > 95% |
| We send the requested information within a maximum period of 24 hours (within public opening hours), free of charge | % of sent requests within the period/total demanded information | > 98% |
| We respond to complaints and suggestions within a maximum period of 20 days from the reception of the complaint in the service | % of complaints and suggestions answered within the indicated period | > 99% |