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The Council works to provide every day a better service quality and effectiveness solely focused on the citizen.

From the Office of Citizen Services, installed in the Plaza of the Apostles, scrupulously complies with this goal, and then to continue doing their good performance and uninterrupted service.

This evaluation supports, once again, overcoming external annual certification that AENOR performed: This entity by audit and inspection documentary mystery shopper evaluates the degree of compliance with the commitments and continuous introduction of improvements.

In order to ensure the maintenance of these quality standards Murcia City Council remains committed to meeting the standards UNE 93200.

QR Code

The ICO continues its modernization work includes Charter Service in a QR code that facilitates citizens' access to information through mobile devices, which has increased the transparency of the ITO Management.

This code will be in the Service Charter offered in all citizen service offices of the municipality of Murcia.

Level of compliance and ratings

During the month of April, the Information Service of the City of Murcia has conducted the review and monitoring of Services.

These internal reviews are conducted every six months in order to determine the degree of compliance with the commitments made by the service to citizens and establish appropriate corrective actions to eliminate nonconformities.

Moreover, to obtain the views of citizens, the Citizen Information Bureau has conducted surveys of service satisfaction, both onsite and telephone.

The results of these show the perhaps more important aspect of this public service, as once assumed the challenges in administrative and budgetary management bearing in mind that the ultimate goal is aimed at improving the quality and citizen satisfaction.

- Service-face: 8.8

- Absence of interruptions: 9.8

- Preparation of staff: 9.7

- Ethical behavior and fair: 9.7

The least valued services as well connected office or outdoor signage, have achieved an average score of 8.1.

Regarding evolution data global valuations rise the previous semester and attribute mean scores improve by 18 of the 19 attendance and service in 9 of the 11 analyzed in phone service.

The Citizens Information Office welcomes the results, which confirm an evolution and improvement over the years, even in economic circumstances as complex as the current that the City should take.

Recognizing the contribution which always must make public services to the needs imposed by society, again not meant to be conformist and reaffirms its intention to continue working in the same line of continuous improvement of its management and commitment citizens of Murcia.

Codico ETHICAL CONDUCT

The document constitutes the guiding ethical framework of public management in the Municipal Administration of Murcia.

Therefore, the provisions contained in this document will be applied during the course of all the roles and relationships of the Municipal Administration and all public servants providing services under any contract or employment relationship.

The acquisition of this Code of Ethics is a means by which the city of Murcia has contributed to progress towards equality and social justice, the consolidation and development of our democracy, the introduction and development of new forms of participation and exercise freedoms and rights of citizens.

He has done really a new relationship with citizens through ICT as web, electronic procedures, the implementation of telematic Register, etc..

It has opted for proximity and service to citizens by strengthening governance and investing in a municipality modern, efficient and quality public services in all their councils and municipal powers.

Through the recognition and formalization of ethical principles for governance, expressed in this document, the municipality of Murcia hopes to foster a culture of integrity, to prevent corruption and other illegal acts performing efficient management of the implementation and promotion of human rights.

The ethical commitment of Citizen Service of the Municipality of Murcia is enshrined as an individual effort and collective knowledge, experience and awareness of the principles and policies set forth in this Code of Ethics.

In cases where, based on facts and objective grounds generate a situation of confusion and hesitation regarding the ethical, the Public Servant consult the Ethics Committee of the Municipal Administration of Murcia.

The values ​​and ethics policies described in this Code of Ethics shall be assumed and fulfilled consciously and mandatory for all local authorities, subject to the standards enshrined in the legal field.

Statistics 010 citizen service:

YEAR 2013

ENERO

FEBRUARY

MARZO

APRIL

CALL 010 *

3.420

3,474

3.225

3,552

QUESTIONS TO CHAT

120

112

122

124

PROCEDURES BY PHONE

189

170

245

207

PROCEDURES FOR INTERNET

703

729

909

791

CITIZEN FOLDER

13

17

4

15

CITIZEN MAIL **

5

7

0

1

COMPLAINTS AND SUGGESTIONS

83

38

42

62

BOX NIGHT

38

21

35

39

ONLINE INFORMATION

120

141

96

149

TOTAL

4.691

4,709

4.678

4,940

19,018