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Introduction

The Evaluation of Services is the backbone of process management. It ensures the effectiveness and efficiency of organisations.

The regulatory framework is:

  • Royal Decree 951/2005, of the 29th of July, approving the general framework for the improvement of quality in Public Administration and integrating in a coordinated manner basic programmes for quality improvement.
  • Decree 62/2010, of the 16th of April, by the Council of the Regional Government of the Valencian Community, establishing the instruments for modernising and improving the quality of the public services offered by the entities, bodies and agencies from the public sector dependent on the Valencian government (Generalitat Valenciana).
 
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