3. Services Offered, Quality Commitments and Evaluation Tools
Sections
Summary
- Organisation and managing of services
- Identification of the persons responsible for managing
- Services offered, quality commitments and evaluation tools
- User's rights and duties
- Applicable economic regime
- Conditions for access to the services
- Procedures for submitting claims, complaints or suggestions regarding the service received
- Guidance and information channels regarding the services
- Unit responsible for the Service Charter and date of approval/update
- Corporate list of service charters
The services are offered in Catalan, Spanish and English (with the exception of posts on X).
Dissemination of official statistics, communication on statistical results, personalised user assistance and Documentation Centre services are provided free of charge. Processing of made-to-measure statistical results and issuance of certifications services are subject to the payment of a fee.
Persons interested in the services set out in the Service Charter may use the various channels at their disposal, preferably Idescat's website, but also telephone and in-person channels.
Idescat is committed to provide its services under the terms set out in their description, provided that they can be delivered under normal conditions; that is, provided that service delivery is not disrupted by unforeseen events or force majeure.
The commitments undertaken by Idescat in the Service Charter will be evaluated on an annual basis.
3.1. Dissemination of official statistics
Idescat disseminates on its website the results of the official statistics it produces, and the basic results of statistics produced by 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, enabling their reuse.
The website also provides timely information on modifications to statistical results that arise unexpectedly for various reasons.
Access
Universal
Cost
Free
Forms of Access
Quality Commitments
To meet the dates set out 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 12:00 a.m. and the remaining 40% before 2:00 p.m. on the scheduled publication date
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 modifications to corrected 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 various services to ensure that users are promptly informed of updates to the official statistical results published on the website:
- News section on the website
- Results calendar
- Idescat's X channel
At the moment when results are updated on Idescat's website in accordance with the calendar a news item is released and a post is published on X.
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 assistance
Idescat provides an information service delivered by statistics professionals to respond to queries and resolve questions related to official statistical information.
Access
Universal
Cost
Free
Forms of Access
- Section Queries and applications section
- By telephone: +34 935 573 100
-
In person:
- Via Laietana, 58. 08003 Barcelona. Documentation Centre
-
Office hours:
- General: working days from Monday to Friday, 9:00 a.m. to 2:00 p.m.
- No service: 24 and 31 December
- No in-person service during August
Quality Commitments
To provide a technical response to queries submitted on-line within a maximum of 3 working days from receipt of 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 the personalised user assistance service
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 offers users a service for processing made-to-measure results (specific results) which are not published on Idescat's website.
Access
Universal
Cost
Payment of a fee established by the applicable regulations and the budgetary laws.
Payments may be made by bank transfer or credit card via the Payments section.
Forms of Access
- Queries and Applications section
- By telephone: +34 935 573 100
-
In person:
- Via Laietana, 58. 08003 Barcelona. Documentation Centre
-
Office hours:
- General: working days from Monday to Friday, 9:00 a.m. to 2:00 p.m.
- No service: 24 and 31 December
- No in-person service during August
Quality Commitments
To inform users of acceptance of the application within in a maximum of 15 working days, except in the case of complex requests, for which Idescat will inform users of the expected timeframe. During July and August, 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 assistance service
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 established by the applicable regulations and the budgetary laws.
The payments can be made by bank transfer or credit card via the Payments section.
Forms of Access
- Queries and Applications section
- By telephone: +34 935 573 100
-
In person:
- Via Laietana, 58. 08003 Barcelona. Documentation Centre
-
Office hours:
- General: working days from Monday to Friday, 9:00 a.m. to 2:00 p.m.
- No service: 24 and 31 December
- No in-person service during August
Quality Commitments
To inform users of acceptance of the application and the quotation within a maximum of 3 working from receipt of 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%
To deliver the certifications within a maximum of 7 working days from acceptance of the quotation
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. Documentation Centre
Idescat offers a library service specialising in official statistics for Catalonia, which also includes other complementary reference works.
The service includes in-person and telephone assistance, on-site consultation and interlibrary loan.
Access
Universal
Cost
Free
Forms of Access
- Documentation Centre website
- By telephone: +34 935 573 100
- 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
- No in-person service during August
Quality Commitments
To send items requested through interlibrary loans within 24 working hours from receipt of 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 assistance service
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
