3. Services Offered, Quality Commitments and Evaluation Tools
Sections
Summary
- Organisation and How the Services are Managed
- Identification of Those Responsible for Managing the Service
- Services Offered, Quality Commitments and Evaluation Tools
- Rights and duties of users
- Applicable Economic Regime
- Conditions for Access to the Services
- Usable Claim, Complaint or Suggestion Procedures for the Service Received
- Guidance Channels and Information about the Services
- Unit Responsible for the List and the Date of Approval/Update
The services are offered in Catalan, Spanish and English (with the exception of tweets).
Dissemination of Official Statistics, Communications on Statistical Results, Personalised User Attention and Library are free services. Processing of Made-to-measure Statistical Results and Issuance of Certifications services require the payment of a fee.
Those interested in the services on the Customer Service Charter can use the various channels at their disposal; preferably via Idescat's website, but also by telephone and in-person.
Idescat is committed to providing their services in the terms explained in its description, as long as they can be provided in normal conditions; that is to say that the services are not disrupted by unforeseen circumstances or force majeure affecting their provision.
The commitments achieved by Idescat in the Customer Service Charter will be evaluated on a yearly basis.
3.1. Dissemination of Official Statistics
Idescat disseminates to its website the results of the official statistics it produces and the basic results of statistics produced by the other institutions of the Statistical System of Catalonia, in accordance with Idescat's Advance Release Calendar. The dissemination of these results is regulated in the Statistical Plan for Catalonia and the Annual Programmes for Statistical Action.
The website also allows users to download the statistics and access the results as open data, so that they can reuse them.
The website also regularly informs users of changes to statistical results produced unexpectedly for various reasons.
Access
Universal.
Cost
Free.
Forms of Access
Quality Commitments
To meet the dates established in the Advance Release Calendar in more than 90% of all cases
Indicator: Percentage of publications on time.
Goal: 90%.
Evaluation tool: Advance Release Calendar Information System.
Registered values:
- 2022: 93%
- 2021: 90%
- 2020: 88% (indicator affected by the Covid-19 pandemic)
- 2019: 91%
- 2018: 93%
To disseminate 60% of statistics before 12 a.m. and the remaining 40% before 2 p.m. on the planned day of publication
Indicator: Percentage of publications of the statistics foreseen in the calendar at 12 a.m. and 2 p.m. on the planned day.
Goal: 60% and 90%, respectively.
Evaluation tool: Advance Release Calendar Information System.
Registered values:
- 2022: 74% and 91%, respectivament
- 2021: 72% and 90%, respectivament
- 2020: 68% and 96% respectively
- 2019: 74% and 98% respectively
- 2018: 74% and 97% respectively
To disseminate changes to the aforementioned data within a maximum of 48 hours from detection of the incident
Indicator: Percentage of changes amended and managed on time.
Goal: Maximum of 48 hours, 90%.
Evaluation tool: Register of Corrections Information System.
Registered values:
- 2022: 98%
- 2021: 98%
- 2020: 98%
- 2019: 98%
- 2018: 98%
3.2. Communications on Statistical Results
Idescat offers different types of services enabling users to be regularly informed of updates to the official statistical results on the website:
- News section on the website
- Results calendar
- Idescat's Twitter channel
In accordance with the advertised calendar, at the very moment when the statistical results are updated on Idescat's website, a news item is released and a tweet is posted.
The users can subscribe to these services to receive the updated information on their devices, either directly or through an RSS feed.
Access
Universal.
Cost
Free.
Forms of Access
Quality Commitments
To publish the annual Advance Release Calendar before 31 December of the previous year
Indicator: Date of publication of the annual calendar.
Goal: On ≤ 31 December.
Evaluation tool: Advance Release Calendar Information System.
Registered values:
- 2022: 23 December
- 2021: 23 December
- 2020: 23 December
- 2019: 20 December
- 2018: 20 December
3.3. Personalised User Attention
Idescat provides its users with an information service by statistics professionals to respond to queries and answer questions about official statistical information.
Access
Universal.
Cost
Free.
Forms of Access
Section Queries and Applications
By telephone: +34 93 557 31 00
In person:
- Via Laietana, 58. 08003 Barcelona. Library
Office hours:
- General: working days from Monday to Friday, 9 a.m. to 2 p.m.
- No service: 24 and 31 December
- During the month of August there is no in-person service
Quality Commitments
To provide technical support for the queries attended via Internet within 3 working days after receiving the application
Indicator: Percentage of queries responded to within 3 working days after receiving the application.
Goal: 70%.
Evaluation tool: Electronic record of the enquiry form.
Registered values:
- 2022: 74%
- 2021: 75%
- 2020: 72%
- 2019: 73%
- 2018: 72%
To guarantee a satisfaction level of 7 out of 10 in personalised user attention
Indicator: Average of the global evaluation of personalised user attention (between 0 and 10).
Goal: Minimum of 7 out of 10.
Evaluation tool: Annual satisfaction surveys.
Registered values:
- 2022: ..
- 2021: 8
- 2020: 8.2
- 2019: 8.3
- 2018: 8
3.4. Processing of Made-to-measure Statistical Results (Specific Results)
Idescat provides its users with a service of processing of made-to-measure results (specific results) which are not published on Idescat's website.
Access
Universal.
Cost
Payment of a fee fixed by the relevant regulations and the budgetary laws.
The payments can be made by bank transfer or credit card in the section Payments.
Forms of Access
Section Queries and Applications
By telephone: +34 93 557 31 00
In person:
- Via Laietana, 58. 08003 Barcelona. Library
Office hours:
- General: working days from Monday to Friday, 9 a.m. to 2 p.m.
- No service: 24 and 31 December
- During the month of August there is no in-person service
Quality Commitments
To inform the user of acceptance of the request in a maximum of 15 working days, except for complicated orders, for which Idescat will inform about the expected time limit. During the months of July and August, order delivery deadlines may be longer
Indicator: Percentage of response to requests before 15 working days.
Goal: 90%.
Evaluation tool: Electronic record of the enquiry form.
Registered values:
- 2022: 99%
- 2021: 99%
- 2020: 99%
- 2019: 99%
- 2018: 99%
To guarantee a satisfaction level of 7 out of 10 in personalised user attention
Indicator: Average of the global evaluation of personalised user attention (between 0 and 10).
Goal: Minimum of 7 out of 10.
Evaluation tool: Annual satisfaction surveys.
Registered values:
- 2022: ..
- 2021: 8
- 2020: 8.2
- 2019: 8.3
- 2018: 8
3.5. Issuance of Certifications
Idescat provides a service of issuance of certifications of the results of the official statistics produced and included in the Annual Programmes for Statistical Action.
Access
Universal.
Cost
Payment of a fee fixed by the relevant regulations and the budgetary laws.
The payments can be made by bank transfer or credit card in the section Payments.
Forms of Access
Section Queries and Applications
By telephone: +34 93 557 31 00
In person:
- Via Laietana, 58. 08003 Barcelona. Library
Office hours:
- General: working days from Monday to Friday, 9 a.m. to 2 p.m.
- No service: 24 and 31 December
- During the month of August there is no in-person service
Quality Commitments
To inform the user of acceptance of the request and the quote within a maximum of 3 working days after receiving the application
Indicator: Percentage of application responses in 3 working days.
Goal: 90%.
Evaluation tool: Electronic record of the enquiry form.
Registered values:
- 2022: 98%
- 2021: 98%
- 2020: 98%
- 2019: 98%
- 2018: 98%
Deliver the certifications within a maximum of 7 working days from acceptance of the quote
Indicator: Percentage of certification availability accessible within 7 business days from acceptance of the quote.
Goal: 7 days, maximum of 90%.
Evaluation tool: Electronic record of the enquiry form.
Registered values:
- 2022: 98%
- 2021: 97%
- 2020: 97%
- 2019: 97%
- 2018: 98%
3.6. Library
Idescat offers the service of a library specialised in the official statistics of Catalonia, which also has other complementary reference works.
The service includes in-person and telephone information, on site consultations and the interlibrary loan.
Access
Universal.
Cost
Free.
Forms of Access
Website of the Library
By telephone: +34 93 557 31 00
In person:
- Via Laietana, 58. 08003 Barcelona.
Office hours:
- General: working days from Monday to Friday, 9 a.m. to 2 p.m.
- No service: 24 and 31 December
- During the month of August there is no in-person service
Quality Commitments
To send out the work requested in interlibrary loans within 24 hours (working days after receiving the application)
Indicator: Works sent in interlibrary loans within 24 hours of the total.
Goal: 90%.
Evaluation tool: Registration of works requested in interlibrary loans.
Registered values:
- 2022: 100%
- 2021: 100%
- 2020: 100%
- 2019: 100%
- 2018: 100%
To guarantee a satisfaction level of 7 out of 10 in personalised user attention
Indicator: Average of the global evaluation of personalised user attention (between 0 and 10).
Goal: Minimum of 7 out of 10.
Evaluation tool: Annual satisfaction surveys.
Registered values:
- 2022: ..
- 2021: 10
- 2020: 8.2
- 2019: 8.3
- 2018: 8
