Agreements of Integrated Offices of Citizen Care

The Agreement of 15 July 2005 of the Council of Ministers, approved by Resolution of 19 July of the General Secretariat for Public Administration (Official State Gazette No. 184 of 3 August 2005), for the establishment of a Network of Integrated Citizen Care Offices in collaboration with the Autonomous Communities and the entities that make up the Local Administration, provided in paragraph 3 that the Minister of Public Administrations, in the exercise of the powers conferred on him by the current regulations, could negotiate and formalize with the bodies of the Autonomous Communities Framework Agreements with the following object:

Articulate measures and instruments of collaboration for the coordinated and normalized implementation of a network of common spaces of attention to citizens, understanding by spaces the ways or channels through which people can access public information and services (face-to-face care offices, telephone attention, web pages and others).
Establish a general framework of obligations to allow, in accordance with the provisions of article 38.4b) of Law 30/1992, on the Legal Regime of Public Administrations and Common Administrative Procedure, citizens to submit, in the registers of the Local Entities of the territorial scope of the corresponding Autonomous Community that voluntarily adhere to the Conventions, the requests, writings and communications addressed to the organs and entities of public law of the General Administration of the State and the Autonomous Communities.
Establish commitments to exchange, share and integrate means and instruments of information to the citizens and in particular for the aggregation and syndication, where possible, of certain contents of the web pages of the responsibility of the participants.
Progressively configure the joint provision of management services through the simplification and integration of administrative procedures and procedures in which the intervening administrations participate and the compatibility and interoperability of the information systems that support them.

The aforementioned Conventions will provide an instrument for the accession to them of Local Entities and Public Law Corporations in the scope of the corresponding Autonomous Community that request it.

Accession to the Framework Convention on Integrated Offices for the Care of Citizens

Once the Framework Agreement between the AGE and the corresponding one CC.AA has been signed, the local entities concerned may apply for accession to the competent body that processes it in their Autonomous Community by submitting the following documentation:

Certification of the agreement of the plenary of the Local Entity by which the decision to request a Framework Convention is adopted.
Completed questionnaire, which will be provided in each Autonomous Community.
Application for an Accession Protocol, which will be facilitated in each Autonomous Community.

Local entities acceding to the relevant Framework Convention shall undertake to:

To configure their registers as contact offices, admitting the presentation in them of any requests, writings or communications addressed to the organs of the General Administration of the State and the Administration of the Autonomous Community corresponding to the entities of public law linked or dependent on them, regardless of their territorial location.
To record in their records the entry of such requests, writings and communications, with indication in their seats of their number, expressive epigraph of their nature, date of entry, the date and time of their presentation, interested party or administrative body, person or administrative body to which they are addressed, as well as a reference to the content of the writing or communication that is registered.
Immediately send the documents, once registered and in any case, within three days of their receipt, directly to the organs or entities to which they are addressed. Such referral shall be made by the most appropriate means so that its reception takes place as soon as possible, with particular use of computerized, electronic and telematic means where possible.

The Bilateral Agreements of Integrated Citizen Care Offices

The Agreement of 15 July 2005 of the Council of Ministers approved by Resolution of 19 July 2005 of the State Secretariat for Public Administration (Official State Gazette No. 184 of 3 August 2005), established in its fourth paragraph a bilateral Model Convention whose main purpose was to enable local registers to receive any type of communication addressed to the organs and entities that make up the General Administration of the State.

On the basis of this agreement, the municipalities and other local entities that request it, may sign bilateral agreements with the General Administration of the State.

The aim is to take advantage of this instrument so that the neighbouring citizens of Local Entities can - without the need to move - interact with the General Administration of the State through these Entities, configuring themselves, at first, as Contact Offices in which, in accordance with the provisions of article 38.4 (b) of Law 30/1992, citizens can submit applications, writings and communications addressed to the AGE.

How to sign a bilateral agreement?

In the event that an Autonomous Community has not formalized a Framework Agreement of Integrated Offices, the Local Entities that make up the Local Administration, belonging to the territorial scope of those, who wish to do so, may formalize a Bilaleral Agreement with the General Administration of the State, to provide services to their neighbors.

In this case, they will be addressed to the General Directorate of Public Governance (Subdirectorate General of Transparency and Attention to the Citizen), c/ Manuel Cortina, 2 - 28071 Madrid, accompanying the following documentation:

Certificate of the Agreement of the Plenary of the Local Entity expressing the will to sign an Agreement with the General Administration of the State under article 38.4 b) of Law 30/1992.
Questionnaire filling in.