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31 municipal services of the Bilbao City Council hold quality management system certifications awarded by AENOR

11/12/2019

  • The Mayor, Juan Mari Aburto, and Luz Emparanza, Director of AENOR in the Basque Country, chaired the ceremony this morning where 10 new certifications corresponding to 2018 and 2019 were presented.
  • Las Service Charters they aim to inform citizens on the services offered, the rights and obligations of citizens with regard to the services, as well as the quality commitments assumed by the City Council in the rendering of these services.
  • The objective of the Bilbao City Council is to "continuously improve its relationship with citizens and the quality of its services." 

11 December 2019. The Mayor of Bilbao, Juan Mari Aburto, and Luz Emparanza, director of AENOR in the Basque Country, chaired the ceremony this morning, where 31 quality certifications were presented to 10 municipal services.

Held in the Arab Hall of the Bilbao City Hall, the event was attended by the teams responsible for the services receiving the AENOR certification. These are:

  • Bilbao Kirolak (Area of Youth and Sport)
  • BIG Bilbao. Centre for entrepreneurship (Economic Development, Trade and Employment)
  • Accessibility in Aste Nagusia (Cooperation, Coexistence and Festivities)
  • Artxanda Funicular (Area of Mobility and Sustainability)
  • Lifts and ramps (Area of Mobility and Sustainability)
  • Public cleaning and waste collection (Area of Services and Urban Quality of Life)
  • Register (Area of Citizen Care and Participation)
  • Child leisure activities during holiday periods (Area of Youth and Sport)
  • Children's play areas (Area of Development and Urban Planning)
  • Healthy Spaces (Area of Development and Urban Planning)

One of the first service charters to be certified by AENOR was that for Libraries (Area of Culture) in 2006. Since then, the City Council has earned quality certification for 31 services and two more services are due to be certified shortly: taxpayer information services and the Elejabarri hostal.

The Mayor thanked and congratulated them, stating; "It is not at all easy to set forth in a document the level of quality that we commit to offering in citizen services." He also highlighted, "it's not what we offer the citizens of Bilbao, but the way we offer it. If we want to succeeded in introducing greater transparency and rigour into management, we have to work towards the goal of excellence." Aburto confirmed the commitment of the Bilbao City Council "to continuously improve the quality of the relations with the citizens of Bilbao and the City Council's firm commitment to providing quality services."

Luz Emparanza stated that "there is a direct link between well-being and quality of life and the services citizens receive from society. AENOR helps to build trust and confidence in public services."