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Letter of services from the Transparency Portal of the General State Administration 2025-2028

Imagen Carta de servicio

This space collects all the information and documentation of the Letter of Services of the Transparency Portal of the General Administration of the State for the period 2025-2028.

Resolution
Charter of Services
Triptych

The Transparency Portal of the General Administration of the State (hereinafter Transparency Portal) is a web portal that depends on the Ministry for Digital Transformation and the Public Service. Through this portal, anyone can access public information about the functioning of the State. Specifically, it allows:

El Portal of Transparency publishes information on different State institutions, in particular, the subjective scope of the information published on the portal is as follows:

  • The General Administration of the State.
  • The management entities and the common services of Social Security. They include the mutual collaborators of the Social Security.
  • Autonomous bodies, State agencies, public business entities and public law entities with their own legal personality, linked to or dependent on the General Administration of the State, including public universities.

Hereinafter, the reference to the General Administration of the State shall be understood to include the above three points.

The Transparency Portal does not contain information specific to Autonomous Communities, local entities, state societies, foundations and constitutional bodies. These entities will publish their information on their respective web portals and electronic headquarters.

The Transparency Act created the l Transparency Portal. In the Article 10 of the Law It is established that this portal would be under the authority of the Ministry of the Presidency and its main function would be to facilitate citizens’ access to all information included in active advertising.

Currently, the Transparency Portal is under the responsibility of the Ministry for Digital Transformation and the Public Service. It is managed by the General Directorate of Public Governance, which is part of the State Secretariat for the Civil Service. In addition, it has the support of the Spanish Agency of Digital Administration (AEAD), which also depends on the same ministry.

This structure was defined in the Royal Decree 210/2024, of 27 February , which sets out how this ministry and its functions are organized.

The Transparency Portal offers information and services on its official website: Portal of Transparency of the General State Administration .

It also offers information through the following social networks:

This Charter of Services includes commitments that are aligned with the general objectives, established in the Charter of Services. royal decree to improve quality in the General State Administration .

In addition, its main purpose is to ensure that the management of public information is fair, transparent and rational, in order to comply with the Transparency Law.

This Charter of Services has three main objectives:

  • Facilitate access to public information held by the General Administration of the State.
  • Communicate the responsibilities and commitments acquired.
  • Explain the rights of citizens in relation to these services, as well as the obligations they have when using them.

2.1.- Service related to public information

  • Active advertising
  • Right of access to public information

2.2.- Other information services.

  • Integrity
  • Open Government
  • Participation
  • More information

2.3.- Subscription service to the newsletter of news

2.1.- Services related to public information

2.1.1. Active advertising

This section includes institutional, organizational and planning information, information of legal relevance, as well as economic, budgetary and statistical information (articles 6, 6bis, 7 and 8 of the Transparency Act).

To better organize the information, two forms of classification have been created:

  • By subjects.
  • According to the articles of the Transparency Act.

The classification by subject is the most used and distinguishes between:

  • Organization and Public Employment
  • High Offices
  • Planning and Statistics
  • Regulations and Other Provisions
  • Contracts, Agreements and Subsidies
  • Economic-Budgetary Information

Apart from the information required by the Transparency Act, additional content is also published that is considered useful and relevant to citizens. This content is grouped under the name of “More Transparency”.

In this way, the information that must be published in a mandatory manner according to the Transparency Law is organized by subjects that are divided into:

Organization and Public Employment

  • Functions
  • Rules of application
  • Structure and organigrams
  • Information on compatibility resolutions for public employees
  • Registry of Treatment Activities

High Offices

  • Curriculum vitae
  • Remuneration
  • Authorizations to exercise private activity after the cessation of senior positions
  • Indemnities received by senior officials after the abandonment of their position

Planning and Statistics

  • Plans and Programs
  • Reports and statistics

Regulations and Other Provisions

  • Annual Regulatory Plan
  • Public participation in policy projects
  • Rules under negotiation
  • Rules with completed processing
  • Guidelines, instructions, agreements, circulars
  • Public information: other documents

Contracts, Agreements and Subsidies

  • Contracts
  • Statistics on contracts
  • Agreements and Orders
  • Grants

Economic-Budgetary Information

  • General State Budgets
  • Budgetary execution
  • Budgetary stability
  • Monitoring reports
  • Annual accounts
  • Real estate

In addition, Active Advertising information, internally, is organized into two categories:

  • Decentralized information: Published directly on the Transparency Portal by the Transparency Information Units (ITUs) of each ministry, through an internal tool called Backoffice. This includes, for example, salaries and resumes of high positions, as well as letters of service. For these cases, the Sub-Directorate General for Transparency and Citizen Assistance is responsible for coordinating and providing technical support to the Transparency Information Units (ITUs) so that they can publish the information they are obliged to disseminate.
  • Centralized information from external sources: It comes from external sources and is published on the portal automatically or manually. It includes information on contracts and regulations in process and in force. For these cases, the Sub-Directorate General for Transparency and Citizen Care is responsible for coordinating with the source of the information, providing technical support and publishing the data when the loading process is carried out manually.

The publication of the information depends mainly on external sources, which are responsible for ensuring that the data is published on time. Our commitment in this case would be to offer the platform on which the information must be uploaded, coordinate the process and offer technical or functional support if necessary, both to the Transparency Information Units (ITUs) and to other external sources.

2.1.2. Right of access to public information

A través de la página específica del Portal de la Transparencia dedicada al right of accessany person may exercise his or her right of access to public information held by the General Administration of the State and review all of his or her applications.

In order to exercise this right, as it is an administrative procedure, it is necessary to identify oneself according to the Transparency Law. To do this, two options are offered: use the Cl@ve platform or with username and password.

The form for requesting access to public information can be downloaded and submitted to a records assistance office. It can also be sent by other means allowed according to the article 16 of the Act on Common Administrative Procedure of Public Administrations .

The services available in this section are:

  • Request for public information
  • Consultation of the status of your request
  • Validation of your document
  • Decisions denying the right of access
  • Resolutions estimatorias (partial)

You can also access the following information:

  • Data on the right of access
  • Guide to Citizenship
  • Basic guide for processing requests for access to public information
  • Access to the resolutions of the Council of Transparency and Good Governance (CTBG)
  • Jurisprudence on transparency (CTBG source)

2.2. Other information services

2.2.1. Integrity

Public integrity consists in the adoption of common ethical values and in linking to the set of principles and rules aimed at protecting, maintaining and prioritising the public interest over private interests (OECD Recommendation on Public Integrity).

In this way, integrity is a key value in politics, in the economy and in society. This is a fundamental requirement for the well-being of citizens and social development.

The information that can be accessed from this section is:

  • System of Integrity of the General State Administration
  • Anti-fraud Action Plans
  • Internal Information Systems
  • References

2.2.2. Open Government

Open Government involves managing administrations transparently, collaboratively, ethically and with greater clarity in accountability. In addition, it allows citizens to participate more actively in public affairs that interest them.

The information that can be accessed is:

  • Spanish Co-Presidency OGP
  • IX Summit of the Alliance for Open Government 2025 Vitoria-Gasteiz
  • Open Government Forum
  • What is it and how is it organized?
  • Participate
  • Awareness-raising and training
  • Get to know the Action Plans of Spain
  • Transparency Act Reform Working Group
  • Inclusive communication
  • Actuality

In this part of the Transparency Portal, the Subdirectorate General for Transparency and Citizen Care (SGTAC) works in coordination with the Subdirectorate General for Open Government (SGGA). The General Subdirectorate of Open Government is responsible for the information in this section.

2.2.3. Participation

In this section you can see projects of citizen participation and different ways to send us your opinion on the Transparency Portal.

The information that can be accessed is:

  • Public participation in policy projects
  • Contact with us
  • Social networks

2.2.4. More information

This section gathers relevant information on transparency that is not included in any of the above.

The information that can be accessed is:

  • What is the Transparency Portal?
  • Law of Transparency
  • Letter of services of the Transparency Portal
  • Map of contents of the Transparency Portal
  • Transparency Information Units
  • The Portal in figures
  • News of Transparency
  • The Transparency Portal in Easy Reading
  • Transparency in Public Institutions and in other Public Administrations
  • Reports of Interest
  • Information on the Council of Transparency and Good Governance
  • Information on the Conventions for the reduction of administrative burdens
  • Information on the AGE Energy Efficiency and Saving Measures Plan
  • Information on data protection

2.3. Subscription service for new products

Every week a newsletter is published with news and the latest reports of interest of the different ministries published in the Transparency Portal.

To receive it you can subscribe by providing only your email address. You also have the possibility to unsubscribe from the service at any time.

All persons have the right of access to public information, in the terms provided in the Article 105.b) of the Spanish Constitution and other State laws. Some rights related to transparency are the following:

  • Know the obligations on transparency: Have information on what should be published in an accessible way for all citizens.
  • Receive information about The services available: Know what services are provided.
  • Access to public information: Citizens may exercise their right to obtain information on the functioning and decisions of public institutions.
  • Be treated fairly and without discrimination: Have the same right as any other person to access public information.
  • Get clear answers and within the legal deadline: Receive the requested information effectively and in accordance with the law.
  • Receive truthful and transparent information: Access to real, clear and understandable data.

In addition, the Article 13 of Law 39/2015, of 1 October, on the Common Administrative Procedure of Public Administrations , establishes the following rights of individuals in their relations with Public Administrations:

  • To communicate with Public Administrations: Through the Administration ' s electronic General Access Point.
  • Assistance in the use of technology: If you need help to use electronic means in proceedings with the Public Administrations, you are entitled to receive support.
  • Use of official languages: Can communicate in the official language of its Autonomous Community, as established by law and in the rest of the Legal System.
  • Access to public information: You have the right to consult public documents and data in accordance with the Transparency Act and the rest of the Legal Order.
  • Respectful treatment: Public authorities and employees must treat you with respect and facilitate the exercise of your rights and the fulfilment of your obligations.
  • Demand responsibility from Public Administrations and authorities: You may request that they respond for their actions, where legally appropriate.
  • Use of identification and electronic signature: You can obtain and use secure digital methods to officially identify and sign documents.
  • Protection of personal data: Your data must be protected, guaranteeing its security and confidentiality in the files, systems and applications of the Public Administrations.
  • Other rights: It also has other rights recognized by the Constitution and the laws.

People who use the Transparency Portal can participate in its operation and contribute to improving it through the following means:

All the services of the Portal and the rights of the people mentioned in this Charter will be guaranteed with quality commitments that will always be 100% fulfilled.

In addition, indicators are established to assess the level of compliance with these commitments in the services offered by the Transparency Portal.

6.1.-Updating of public information

The information contained in the Portal will be updated, depending on the type of information:

6.1.1. Denial Resolutions

Commitment

Every three months, the resolutions in which the right of access has been denied will be published on the Transparency Portal. This will be done within 40 business days after the close of each quarter.

Indicator

Percentage of the denial resolutions published quarterly in the Transparency Portal within 40 working days from the end of each quarter.

6.1.2. Organigrams

Commitment

The organizational charts of the ministries will be published in the Transparency Portal, in collaboration with the General Access Point, within 20 days of the publication in the Official State Gazette of the royal decrees of the organizational structure of the ministries.

Indicator

Percentage of ministerial organizational charts published within 20 days of the publication in the Official State Gazette of the royal decrees of organizational structure of each ministry.

6.2.- Updating the statistics

Commitment

Every month, statistics on the use and activity of the Transparency Portal will be published. These data will be available on the “The Portal in figures” page during the month following the corresponding one.

Indicator

Percentage of the monthly statistics of use and activity of the Transparency Portal published within the month following the end of the month to which they correspond.

6.3.- Noveldade service

6.3.1. Update of the news section of the Transparency Portal

Commitment

The news section of the Transparency Portal will be updated every week, with the commitment to add at least one new news every week.

In addition, the highlights on the homepage will have a decorative image and will be renewed once a month.

Indicator

Percentage of weeks in which at least one new publication has been published in the news section of the Transparency Portal and percentage of months in which the news highlighted on the home page has been correctly updated.

6.3.2. Subscription to news

Commitment

Every week, preferably on Fridays, the newsletter of news will be sent by email to subscribers.

Indicator

Percentage of the weeks in which the newsletter has been sent to subscribers.

6.4.- Quality commitments regarding comments, incidents and suggestions

Commitment

The incidents, comments, suggestions or opinions will be answered within these deadlines:

  • Incidents and comments sent through the incident management tool of the Transparency Portal: maximum 5 working days.
  • Comments, suggestions or opinions submitted via the "Your Review Counts" form: maximum 5 business days.

Indicator

  • Percentage of incidents and comments received through the incident management tool of the Transparency Portal that have been answered within 5 working days.
  • Percentage of comments, suggestions or opinions received through the form “Your opinion counts” that have been answered within 5 working days.

6.5.- Quality commitments in social networks

6.5.1. Publication of information in X (formerly Twitter)

Commitment

According to the Social Media Plan of the Directorate-General for Public Governance (DGGP), the Social Network X account will publish at least 20 posts per month with important information on transparency.

Indicator

Percentage of months in which at least 20 posts have been published on the social network X.

6.5.2. Reply to direct messages in X (formerly Twitter)

Commitment

The commitment is established to give an answer within a maximum of 10 working days from its reception to the direct messages that reach the profile of @coordination_e in the social network X.

Indicator

Percentage of direct messages answered within 10 working days from their reception on the social network X.

6.5.3. Publishing videos on YouTube

Commitment

A commitment is made to publish at least one video per month on the Transparency Portal’s YouTube channel.

Indicator

Percentage of months in which at least one video has been published on the YouTube channel of the Transparency Portal.

CommitmentIndicator
Publication of refusal resolutions Right of access within 40 working days from the end of each quarter.Percentage of the denial resolutions published quarterly in the Transparency Portal within the established deadline.
Publication of organisation charts within 20 days of the publication in the Official State Gazette of the royal decrees of organic structure.Percentage of ministerial organigrams published within the established time frame.
Publication of the statistics the use and activity of the Transparency Portal (“The Portal in figures”) in the month immediately after the data refer.Percentage of the monthly statistics of use and activity of the Transparency Portal published within the established deadline.
Update of the section of news on a weekly basis. News fixed on the homepage will contain a decorative image and will be updated once a month.Percentage of weeks in which the news section has been updated and percentage of months in which the news set on the home page has been updated.
Subscription to news: The newsletter will be sent every week, preferably on Fridays.Percentage of the weeks in which the newsletter has been sent to subscribers.
Response to Incidents, comments, suggestions or opinions.Respond within a maximum of 5 working days
Publication at least 20 posts per month from the @transpar_e account in the social network X.Percentage of months in which at least 20 posts have been published on the social network X.
Dar reply to direct messages That reach the profile of @Coordination_E in the social network X within 10 business days from the receipt of the message.Percentage of direct messages answered within 10 working days from their reception on the social network X.
Publication at least one video every month in the canal YouTube of the AGE Transparency Portal.Percentage of months in which at least one video has been published on the YouTube channel of the AGE Transparency Portal.

8.1.- Ethical commitment of staff

The team that manages the channels of the Transparency Portal assumes as ethical values of the public service the equal treatment and non-discrimination of people, integrity, neutrality, impartiality, transparency in its management, receptivity, responsibility and service to citizens.

In their daily work, they guarantee a respectful, personalized and efficient treatment, trying to help without causing discomfort and maintaining the confidentiality and trust of the users. In addition, they will pay special attention to people with disabilities, elderly people, foreign people and women victims of gender violence.

8.2.- Measures to ensure the accessibility of persons with disabilities

The Transparency Portal (http://transparencia.gob.es) partially complies with the Royal Decree on Accessibility of Websites and Applications. The accessibility statement is available on the portal itself:

https://transparencia.gob.es/transparencia/transparencia_Home/Utilidades/Accesibilidad.html

The Transparency Portal has a system to guarantee the quality and updating of the information it publishes. The frequency of the update will depend on the type of content and how it is provided.

The information element is the basic information unit that is published in the Transparency Portal. It can be:

  • Centralized: The information comes from a single source of information and is incorporated into the Transparency Portal through different file exchange formats.
  • Decentralized: The information is obtained from various sources, such as ministries and regulatory agencies. In this case, the Transparency Information Units are responsible for updating the data in the Transparency Portal.
  • Static: They are web pages in HTML format created directly in the content manager of the Portal.

The centralized information elements are as follows:

  • Resolutions of compatibilities of public employees.
  • Relations of jobs.
  • Authorizations for the exercise of private activity after the cessation of senior positions.
  • Indemnities received by senior officials after the abandonment of their position.
  • Rules in process.
  • Regulations with completed processing.
  • Contracts.
  • Contracts based on Framework Agreements.
  • Agreements and commissions.
  • General State Budgets.
  • Budgetary execution.
  • Budgetary stability.
  • Monitoring reports.
  • Real estate.

The decentralized information elements are as follows:

  • Registry of Treatment Activities.
  • Curriculum vitae.
  • Retributions of high positions.
  • Plans and programs.
  • Reports and statistics.
  • Letters of Service.
  • Public participation in normative processes.
  • Guidelines, instructions, agreements, circulars.

Those found under the headings of “More Transparency” are linked directly to the referring websites.

In order to guarantee the quality of the information on the Transparency Portal, there is a system of coordination with the Transparency Information Units of each ministry.

Within static information would be the information that is contained in the following sections:

  • Integrity
  • Open Government
  • Citizen participation
  • More information

If any commitment of the Charter is not fulfilled, the person responsible for the Directorate General of Public Governance will send a letter of apology, explaining the measures taken to correct the observed deficiency.

Claims for non-compliance with commitments shall be addressed to the unit responsible for the Charter of Services. To do this, the user can file a complaint or claim through the channels established in theArticle 16.4 of Law 39/2015, of 1 October, on the Common Administrative Procedure of Public Administrations or send it by email, indicating which commitment has not been fulfilled and the related facts.

The complaint or claim must be addressed to the Subdirectorate General of Transparency and Attention to the Citizen Citizen (C/Marble, 2, 28005, Madrid, 1st floor) or sent by e-mail to:sgtac@correo.gob.es.

These claims do not in any case generate a patrimonial responsibility for the Administration, as established in theArticle 67 of Law 39/2015, of 1 October, on the Common Administrative Procedure of Public Administrations and ofArticle 32 et seq. of Law 40/2015, of 1 October, on the Legal Regime of the Public Sector .

11.1.- Presentation

You can submit complaints or suggestions about this letter of services and its fulfillment in accordance with Royal Decree 951/2005, which regulates the improvement of quality in the General Administration of the State.

The available ways to do this are:

  • in writing, following the procedure of article 16.4 of Law 39/2015, and directing it to the General Subdirectorate of Transparency and Citizen Care (C/ Marble 2, 1st floor, 28005 Madrid).
  • Electronically, through the headquarters of the Secretary of State for the Civil Service of the Ministry for Digital Transformation and the Civil Service (https://sede.administracionespublicas.gob.es) where the use of electronic signatures is necessary.

11.2.- Response times

The unit responsible for the management of complaints and suggestions has a maximum period of 20 working days to respond and propose measures to correct the situation.

This period may be suspended if the person concerned is required to provide necessary clarifications for its processing, which must be sent within a maximum of 10 working days.

If no response is received after this period, the citizen can contact the Inspection of Services of the Ministry for Digital Transformation and Public Service (inspeccion.reclamaciones@digital.gob.es) in order to ascertain the reason for the delay and for the Inspectorate to propose, where appropriate, to the competent bodies the adoption of appropriate measures.

11.3.- Effects

The complaints submitted will not be considered administrative resources and will not interrupt the deadlines established by the rules that regulate it.

However, citizens may exercise other actions that the rules establish.

To contact the unit responsible for the management of the Transparency Portal, you have:

  • Telephone attention: Direct access phone: 060
  • Attention on the Transparency Portal https://transparencia.gob.es
    • Mailbox of suggestions
    • Mailbox of incidents of the Portal
  • Social networks:
    • X (formerly Twitter): @coordination_e
    • Youtube: Transparency Portal – Spain
  • Attention by postal mail:
    • General Subdirectorate of Transparency and Citizen Care (C/ Marble, 2, 1st floor, 28005 Madrid).

The General Subdirectorate of Transparency and Citizen Attention (SGTAC), within the Ministry for Digital Transformation and Public Service, is the unit responsible for the Transparency Portal Services Charter. Its role is to ensure compliance with established commitments and to promote improvements.

Its address is: C/ Marble, 2, 1st floor, 28005 Madrid. In addition, it is responsible for:

  • Promote the information updating plan
  • Answer the suggestions and complaints that the citizens have.