Detall de la fitxa

Most current: 24/03/2011

In year 2010 the citizenship showed|presented a total of 12.513 complaints, 409 suggestions and 3.245 sol•licituds of information against the public services of the Administration of the Autonomous Community of the Balearic Islands. This means an increase of the complaints and the sol•licituds of information (11.922 complaints and 3.044 sol•licituds were received in 2009) and a descent from the suggestions (in 2009 426 were received).

The Ministry of Presidency, through the General Direction of Quality of the Services, has promoted this system to show|present complaints and suggestions through several actions|shares of diffusion|broadcast, as the instal•lació of posters in the offices of information and register|record of the  imitjançant ministries the inclusion of this information to the frame|mark cards|letters of the networks|nets of centers public.

Regarding the complaints, the area that continues receiving more is the service of public transport of the Autonomous Community (train, bus, underground), with 6.690 queixes el 2010 (53% of the total of the shown|presented ones). The complaints against the healthcares follow, the  majority of them in relation to hospitals and health centres (4.739, 37,8% of the total), for him|her. The rest of services have received a number of complaints much more reduced.

The medium time|weather of answer to the complaints has been of 27,5 days, fellow man|face at the medium time|weather of the year passat (= 27,4 days), even though it has to be taken by the Consortium of Transports, the Institute|High School Balear of the Health (IbSalut) and the Tributary Agency of the Balearic Islands (ATIB) into account that in 2010 we have included the processed ones in the calculation. If we compare only the ones processed a través del Portal of Attention to|in the Citizenship of the CAIB, the time|weather of answer, clerk of 27 on 24 days, has improved.

As for the suggestions, the majority  isobre are about healthcares (55% of the shown|presented totals) subjects of formation|training in the area of the public function (6,4%), series of the ones related with Education and Culture. The medium time|weather to answer the suggeriment sno anònims it|he|she has been from 22 days.

Out of|Among the sol•licituds of information or consultations|consultings|surgeries, the majority the ATIB has received them (1.419 consultations|consultings|surgeries, 32% more that 2009) related especially to|in subjects of tributes collection|takings. Next they follow|are the consultations|consultings|surgeries for him|her about public function and the ones related to|in Education. The time|weather of answer means has been from 15,2 days.

Given the surveys of satisfaction received (8% of the citizens have replied the survey, for the that it makes  these and the 12,7% pel that it|he|she makes to sol•licituds of information), him p otconcluir that the citizens ask for that the answer is more concrete and that the complaints are|serve for improving the services that it|he|she loans the Administration. Fo r the that sol•licituds of information, the majorias e sentensati sfets with the system, makes w ings although improvements in relation|relationship at the time|weather of answer and to|in the accessibility to|in the link of information and complaints propose the web that there is.

The increase of the complaints can be due to several factors, among others to|in a major information and diffusion|broadcast of the canals|channels authorized to show|present them. In any case, they are always well received, since they give the Administration the possibility of knowing the perception of the citizens about the public services and allow to extract possibilities of improvement.