Gobierno de España. Ministerio de Hacienda. Secretaría de Estado de Presupuestos y Gastos - Dirección General de Costes de Personal
Sello Excelencia EVAM 200-299, año 2018
Clases Pasivas

Service charter monitoring system 2019

 

The degree of compliance with the commitments set out in the services charter will be continuously assessed through the indicators established for said purpose

CommitmentIndicador2019
The pensions will be accrued to the payroll record of the month following the retirement. Continuity of the period between acquiring the remuneration of assets and the pension is guaranteed if the set of documents is complete and all the requirements are met.Percentage of retirement pensions paid in the month following the retirement.99,49%
The family pensions of civil servants will be paid in the payroll of the month following the date of application for the pension, or receipt of the required documentation.Percentage of family pensions paid in the month following the date of application for the pension or receipt of the required documentation.93,95%
The military pensions, recognized by the Ministry of Defence, will be accrued to the same payroll or to the payroll of the month following the receipt of the military pension documentation.Percentage of military pensions paid in the same month or in the month following the receipt of the military pension documentation.99,78%
The written enquiries will be answered no later than 7 working days of their receipt at the centre.Percentage of written enquiries answered no later than 7 working days.95,72%
The enquiries received by e-mail will be answered no later than 5 working days.Percentage of enquiries received by e-mail answered within the maximum period of 5 working days.98,34%
The waiting time of answering the call will not exceed 5 minutes. If the line is busy the user will receive a message inviting him to call back in a few minutes.Percentage of the answered calls with the waiting time less than 5 minutes.99,86%
​Appointments to receive in-person assistance to obtain information on your future pension amount shall be offered within a period of no more than 15 working days, unless the interested party asks for an appointment at a later datePercentage of appointments offered within the maximum period of 15 working days, unless the interested party asks for an appointment at a later date​100 %
 The deadline for responding the complaints and suggestions will not exceed 10 working days.Percentage of complaints and suggestions answered within the maximum period of 10 working days.100%
The new content received in the Passive Class Portal will be published within one working day for the purpose of providing accurate and valid information. Percentage of content updates published online within one working day as of receipt.98%