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22 OCTOBER 2017

XII LEGISLATURE

  1. INTRODUCTION
  2. RESPONSIBILITY FOR THE SERVICE CHARTER
  3. CITIZEN INFORMATION SERVICES
    1. INFORMATION OFFICE
    2. INFORMATION AVAILABLE ON THE WEBPAGE
      1. Information about parliamentary activity
      2. Live broadcasts of sittings and audiovisual archives
      3. Composition and organisation of the Senate
      4. General information about the Senate
      5. Search facilities
      6. Viewing catalogues and databases for the library and documentation resources
      7. Selective dissemination of information
      8. The Senate and young citizens
    3. ACCESSING THE ARCHIVE
    4. PARTICIPATION
    5. VISITING THE SENATE AND ATTENDING PLENARY SITTINGS
    6. COMPETITIVE EXAMS, RECRUITMENT PROCESSES, INTERNSHIPS AND SEMINARS
    7. CONTRACTUAL PROCEDURES
  4. SUGGESTIONS AND COMPLAINTS
  5. RIGHTS AND RESPONSIBILITIES OF CITIZENS
    1. RIGHTS
    2. RESPONSIBILITIES
  6. APPLICABLE REGULATIONS
  7. QUALITY COMMITMENTS AND INDICATORS

 

INTRODUCTION

Together with the Congress of Deputies, the Senate exercises the State's legislative power, approves budgets and monitors Government action, in addition to other competences stipulated in the Spanish Constitution. It enjoys full autonomy in the performance of its functions.
 
The purpose of the Service Charter is to improve the levels of quality achieved in the management of services and, in particular, to facilitate the dissemination of and access to information. The Senate guarantees the quality of the information provided on its webpage and by its Information Office, and ensures this information is up to date at all times. It also guarantees access to the documents safeguarded by the Senate Archive. Furthermore, in order to make the Senate more accessible to citizens, channels of communication and participation are made available to members of the public and they are invited to visit the Senate itself.
 
Through its Service Charter, the Senate informs citizens of its commitments of quality in the provision of services, as well as the rights and responsibilities of citizens in their dealings with the Senate.
           
In accordance with these considerations, the Senate Bureau, at its meeting held on 23rd October 2012, approved the present SERVICE CHARTER. 
  

RESPONSIBILITY FOR THE SERVICE CHARTER

 
The Senate Secretariat General is responsible for the Service Charter and in charge of enforcing the commitments acquired therein and promoting the relevant actions for improvement.
 
Secretaría General del Senado
c/ Bailén nº 3
28071 – Madrid
Telephone number: 915 381 000
E-mail: sgral@senado.es
 

CITIZEN INFORMATION SERVICES

 

INFORMATION OFFICE

 
The Information Office acts as a central service to respond to queries and provide information about the composition and activities of the Senate, as well as the contents and services provided on its webpage.
 
It does not offer opinions or engage in debates with citizens. It also does not deal with queries about the application or interpretation of legislation.
 
Contact channels:
 
Telephone: 900 103 038; 915 381 852/853/854; 915 381 518
 
Electronic: form
 
Twitter: @SenadoEsp
 
By post: Oficina de Información. Senado
               Calle Bailén nº 3
               28071 Madrid
 
Opening Times: Monday to Thursday, 9.30 a.m. to 2 p.m., and 4 p.m. to 6.30 p.m., and Fridays 9.30 a.m. to 2 p.m.
 
 

INFORMATION AVAILABLE ON THE WEBPAGE (www.senado.es)

 
The Senate webpage provides extensive and up to date information with a view to guaranteeing the transparency of its activity, working to provide citizens with information and accountability regarding its actions.
 
The Senate endeavours to ensure information is presented in a structured, understandable, re-usable and accessible way for all citizens.
 
 

Information about parliamentary activity:

 
  • Calendar and agendas
  • Publication of calls to meetings, schedules and any agendas drawn up by the Senate’s governing bodies (Bureau, Board of Spokespersons, Plenary Sitting, Permanent Deputation, Committees and Reporting Bodies), as well as plans for the Senate's institutional and international activity.

     

  • Acts being debated and passed
  • Information about acts being debated, indicating the current stage in the procedure, and about acts that have already been passed. Access is given to the full file, which contains all the documents presented throughout the procedure, the debates held -video recordings and transcriptions of the Journal of Sittings-, the result of votes and texts approved in the different stages as well as links to the relevant BOE journal.

     

  • Supervision of Government and political impetus
  • Access to initiatives regarding the supervision of Government and political impetus (questions, interpellations, motions...), including questions presented by Senators requiring a written response from the Government, associated with the corresponding response.

     

  • Plenary Sittings
  • Access to agendas by means of a calendar which allows users to search for past and future sittings scheduled.

     

    When a Plenary Sitting is taking place, citizens are given the option of following a live broadcast or accessing information which is updated as the Sitting progresses and which includes associated documents, speakers, recordings and transcriptions of debates, the results of voting procedures, the way in which issues have been dealt with and approved texts and wording.

     

  • Permanent Deputation Sittings
  • Information about the composition and activity of the Permanent Deputation, in similar terms to the Plenary Sittings.

     

  • Sessions of Committees and Reporting Bodies
  • Up to date information about the composition and activity of Committees and Reporting Bodies, with calls to meetings, agendas, bills discussed and currently being debated, as well as access to documents, debates and the texts finally approved in each session. For each Committee, dossiers are provided with useful links related with their activity.

     

  • Official publications
  • Access to official publications pertaining to the Senate –electronic since 1st January 2011-, the Congress of Deputies and Parliament (Official Parliamentary Bulletins and the Journal of Sittings), updated on a daily basis.

 
 

Live broadcasts of sittings and the audiovisual archive:

 
Plenary Sittings and Committee sessions are broadcast live on the webpage. To make them easier to find and access, they are grouped in the news areas of the website and called “Senado en directo”, where users can see the schedule for TV Senado programming.
 
After sittings have taken place, you can access the audio and video of different speeches and contributions through the audiovisual archive and the different areas of the webpage, for example, the calendar of activities, the details of each Senator and bills.
 
 

Composition and organisation of the Senate:

 
  • Senators
  • You can view the current and past compositions of the Senate, with lists of Senators arranged in accordance with various criteria (alphabetical, chronological, affiliation to Parliamentary Groups, composition of the different bodies, geographical provenance of election or appointment…).

     

    There is also information about each of the Senators, their mandate, the positions they hold in the Senate, their parliamentary activity (bills presented and interventions at Plenary Sittings and Committees), biographical information and access to their statements of activities, assets and income. If the individual has been a member of the Senate in other Legislatures, information is also provided about the positions held and the activity carried out.

     

    Information about the Senators also includes details about their statute, their economic regime and social protection.

     

  • Parliamentary Groups
  • Information about the composition and activity of Parliamentary Groups and the Senators who are members thereof.

     

  • Senate Governing Bodies
  • Information about the composition, functions and functioning of the Senate's governing bodies: Speaker, Bureau, Board of Spokespersons, Plenary Sitting, Permanent Deputation, Committees and Reporting Bodies.

     

    On the Speaker's site there is an area dedicated to news, featuring the Speaker's diary, and a list of past Senate Speakers.

     

  • Parliamentary administration
  • This shows the organisational diagram of the Senate's Secretariat General identifying the members of the executive bodies and details about Senate staff, their categories and functions.

     

    It also provides access to the rules governing the organisation and staff of the Senate and the Parliament, as well as the economic and contractual regulations.

 
 

General information about the Senate:

 
Information about the history of the Senate, its role in the Spanish bicameral system, the procedure for electing and designating Senators and their statute, the functions and organisation of the Senate, and parliamentary procedures, themed by subject area (“Key issues”).
 
Any screen on the webpage provides access to the Parliamentary Dictionary, a selection of frequently asked questions and useful links.
 
There are also images and details about the Senate's art and heritage, with a virtual tour of its buildings.
 
 

Search facilities:

 
The website contains a general search facility, accessible from all pages, which provides easy and structured access to information, as well as various sector-specific search facilities relating to news, bills, official publications, Senators, archive documents, bibliographical resources and contractual procedures.
 
 

Viewing catalogues and databases from the library and documentary resources:

 
In order to access the Library reading room, you need a Senate researcher's card.
 
 

Selective information dissemination services:

 
Citizens can subscribe to all contents frequently updated by the Senate and which might be of interest through RSS.
 
 

The Senate and young citizens:

 
The webpage offers educational materials especially aimed at young people so they can learn about the Senate's activity through games and quizzes differentiated by age group (under 8s and over 8s). It includes a short animated feature and the possibility of making suggestions and expressing their opinion.
 
 

ACCESSING THE ARCHIVE

 
The Senate Archive contains all the documents generated and received by the institution since its origins. They are accessible to members of the public upon the electronic or personal submission of a query or request. Many of the documents related with parliamentary activity and the Senators can be viewed through the webpage, encompassing the historic period between 1834 and 1923 as well as the current period, which began in 1977. For the period 1834-1923 there is a complete collection of official Senate publications and a series of personal files for members of the historical upper house (Próceres) and Senators of particular historical importance.
 
All documentation is freely accessible with the exceptions outlined in current legislation and made by the agreement of the Senate Bureau.
 
Services:
  • Telephone responses to queries submitted by e-mail or post by researchers, citizens and public and private institutions.
  • Search for documents in any medium, including photographic and audiovisual material.
  • Immediate and personal advice to users to help them look for and locate documents.
  • Issuing of certificates and authenticated copies of the documents held.
  • Reproduction of documents requested, preferably in digital format.
 
Any documents to be published must indicate the name of the Archive, the reference code and the signature. E.g. ES.28079. AS. HIS-0348-01.
 
Contact channels:
 
In person: Archive Department.
 
Telephone: 91 538 15 05
 
E-mail: archivo@senado.es
 
By post: Departamento de Archivo. Senado
  Calle Bailén nº 3
  28071. Madrid
 
Opening times: Monday to Thursday, 9 a.m. to 2.30 p.m., and 4 p.m. to 6.30 p.m., and Fridays from 9 a.m. to 2.30 p.m.
 
For reasons of security, access is not permitted when Plenary Sittings are in session.
 
 

PARTICIPATION

 
In order to facilitate the participation of citizens, the webpage contains communication channels (e-mail, blogs, social networks, personal pages...) for Senators, Parliamentary Groups, and Committees using the same access.
 
Furthermore, the Senate has an institutional profile on the social network Twitter, @SenadoEsp, with a view to facilitating the communication and participation of citizens, informing them about the composition and activities of the Senate, and responding to the questions and information requests raised by users through this channel.
 
 

VISITING THE SENATE AND ATTENDING PLENARY SITTINGS

 
The Spanish Senate is open to visitors upon request, whenever parliamentary activity allows, from Monday to Friday. Visits are guided tours and are free of charge, lasting approximately an hour. During the guided tour, visitors will be shown the different rooms, the most significant paintings and will also be given a brief explanation of the history, composition and functioning of the Senate.
 
You can attend Plenary Sittings upon request. Visitors may attend for a maximum of one hour and will be seated in the public gallery of the House.
 
The Senate can be accessed via Calle Bailén, 3. Visitors must present their ID card or Passport.
 
Contact channels:
 
Telephone: 91 538 13 75/ 91 538 19 38
E-mail: visitas@senado.es
 
Guided tours are available from Monday to Friday, at 10 a.m., 11 a.m., 12 p.m., 1 p.m., 4 p.m. and 5 p.m. There are no guided tours held in the month of August, over the Easter Week, on bank holidays or when Plenary Sittings are scheduled.
 
Attendance at Plenary Sittings: Senate Plenary Sittings generally begin on Tuesdays at 4 p.m. and on Wednesdays and Thursdays at 9.30 a.m. Plenary Sittings are usually held every fortnight, in accordance with the calendar of Plenary Sittings, which is approved by the Senate Bureau every six months and can be viewed on the webpage.
 
 

COMPETITIVE EXAMS, RECRUITMENT PROCESSES, INTERNSHIPS AND SEMINARS

 
  • Information about competitive exams and recruitment processes:
 
The webpage provides information about the requirements of civil service positions in Parliament as well as non-civil service posts in the Senate, and the exercises and subject matters covered by the latest round of examinations held for each civil service unit and non-civil service professional group. For current processes, the terms and conditions are published along with information about all the different stages.
 
Contact channels:
Telephone: 915 381 437
E-mail: gobierno.interior@senado.es
 
  • Information about the requirements, terms and conditions of recruitment processes, interns and participants in seminars organised by the Senate:
 
Internships for archive, documentation and library management:
 
Contact channels:
Telephone: 915 831 477
E-mail: documentacion@senado.es 
 
Practical internships for institutional communication:
 
Contact channels:
Telephone: 915 381 092
E-mail: prensa@senado.es
 
Giménez Abad Seminar:
 
Contact channels:
Telephone: 915 381 421
E-mail: estudios@senado.es
 
 

CONTRACTUAL PROCEDURES

 
In addition to the Senate's economic, budgetary and contractual regulations, the site publishes all relevant information as well as details about contracts awarded and current bidding processes.
 
Contact channels:
Telephone: 915 381 461
E-mail: presupuestos.contratacion@senado.es
 
 

SUGGESTIONS AND COMPLAINTS

 
Citizens can help to improve the services offered by submitting suggestions and complaints, which the Senate analyses, answers and, as far as possible, incorporates.
 
Any complaints submitted will not, under any circumstances, be classified as an administrative appeal nor will their presentation interrupt the timeframes established under current legislation. These complaints will not, in any way, restrict the exercising of other actions or rights which, in accordance with the regulations governing each procedure, can be exercised by those interested in the procedure.
 
The failure to fulfil the commitments stated in this Charter will under no circumstances give rise to pecuniary liability on the part of the Senate.
 
Contact channels:
 
In person: Register of the Senate Secretariat General.
 
Telephone: 900 103 038; 915 381 852/853/854; 915 381 518
 
E-mail: form
 
By post: Calle Bailén nº 3
28071 Madrid

 

 

RIGHTS AND RESPONSIBILITIES OF CITIZENS

 

RIGHTS

  • To be treated in a friendly and respectful manner by any of the channels made available to them.
  • To treat matters which are pertinent to them with the utmost confidentiality.
  • To enjoy access to a fully accessible Senate with no barriers.
  • To receive a reasoned response, based on current legislation, in relation to any request for information submitted.
  • To contribute to the improvement of services by submitting pertinent suggestions and complaints, using the appropriate channels.
  • To enjoy access to Archive documents.
  • To participate in staff recruitment procedures and the internship programmes and seminars organised by the Senate.
  • To participate in bidding procedures initiated by the Senate in the terms and conditions established by current legislation.
  • To exercise their rights regarding rectification, opposition and cancellation recognised in legislation about the protection of personal data.
  • To receive a quality service in accordance with the commitments acquired through this Service Charter.

 

RESPONSABILITIES

  • To use the procedures established for each case.
  • To provide any information and documentation required to ensure optimal service provision. 

 

APPLICABLE REGULATIONS

  • Spanish Constitution 
  • Senate Standing Orders 
  • Rules governing access to the Archive and documentation services:
  • Rules regarding the evaluation and removal of Senate documents.

    Rules governing external access to the Senate's documentation units. 

  • Rules governing Parliamentary and Senate staff:
  • Statute for Parliamentary Staff

    Collective agreement for Senate staff

    Rules governing Senate organisation

    Organisational diagram of the Senate Secretariat General

    Rules governing the composition and functioning of assessment tribunals for selective procedures to access Parliamentary Civil Service units. 

  • Economic and recruitment regulations:
  • Revised regulations governing budgetary, supervisory, accounting and contractual procedures of the Senate.

    Resolution creating the Parliamentary Court of Contractual Appeals. 

  • Act 30/1992, of 26th November, regarding the Legal Regime of Public Administrations and Common Administrative Procedure. 
  • Act 29/1998, of 13th July, Regulating Litigious-Administrative Jurisdiction. 
  • Organic Act 15/1999, of 13th December, regarding the Protection of Personal Data. 
  • Organic Act 4/2001, of 12th November, regulating the Right of Petition. 
  • Act 11/2007 of 22nd June, regarding the electronic access of citizens to Public Services. 
  • Act 37/2007, of 16th November, regarding the reuse of information in the public sector. 
  • Royal Legislative Decree 3/2011 of 14th November, approving the revised Public Sector Contracts Act.

 

QUALITY COMMITMENTS AND INDICATORS

 

QUALITY COMMITMENTS
BASIC INDICATORS
  
 
INFORMATION OFFICE
Deal with requests for information submitted over the phone and respond immediately if the request is for information available on the webpage.
Number of phone calls fielded.
 
% of phone queries dealt with immediately
Respond to information requests submitted through the Senate's Twitter account on the same day as they are received
Number of queries responded to through Twitter.
 
% of information requests through Twitter answered the same day.
Deal with information requests submitted by mail (electronic or post) within five working days of receipt.
Number of queries answered via e-mail and post.
 
 % of responses sent by e-mail or post within five days following receipt of query.
If the information requested through any of the channels requires complex searches or data treatment, the response will be sent within a maximum of one month from receipt.
Number of complex information requests.
 
% of complex information requests that are dealt with within one month of receipt.
 
  
INFORMATION AVAILABLE ON THE WEBPAGE
Update the composition of Senate governing bodies, parliamentary groups and the details of Senators on a daily basis
% of modifications in the Senate composition which are published on the same day they occur.
Publish calls for meetings of Senate governing bodies on the same day they are communicated to the Senators involved, including the meeting agenda.
% of calls for meetings which are published on the same day Senators are notified.
 
Publish bills presented by Senators and Parliamentary Groups, once they have been classified by the Senate Bureau, within one working day of their classification.
% of bills published within 24 hours of their classification by the Senate Bureau.
 
Emit live broadcasts of Plenary Sittings, Committees and Permanent Deputation sessions
% of sessions broadcast live.
 
Make draft transcriptions of debates held in Plenary Sittings available, starting 120 minutes after the start of the sitting.
% of draft transcriptions of Plenary Sitting debates made available on the webpage within the set timeframe.
 
Make the agreements adopted by the Plenary Sitting available within 10 minutes.
% of agreements adopted by the Plenary Sitting made available on the webpage within the established timeframe.
Publish the Plenary Journal of Sittings within two working days from the end of the Sitting.
% of Journals of Sittings made available on the webpage within the established timeframe.
Publish Committee Journals of Sittings within four working days from the end of the session.
% of Committee Journals of Sittings made available on the webpage within the established timeframe.
Make the Official Parliamentary Bulletin (Senate section) and the Journal of Sittings available on the webpage on the day of publication.
% of Official Bulletins and Journals of Sittings made available on the webpage on the day of their publication.
 
  
ACCESSING THE ARCHIVE
Deal with requests for information submitted over the phone and respond immediately if the request is for information available on the webpage.
 
Number of phone calls fielded.
 
% of phone queries dealt with immediately
Deal with requests regarding the search for documents and provide copies, preferably in a digital format, within 5 working days from receipt of the request.
Number of queries submitted.
 
% of queries dealt with within the established timeframe.
If the query requires a complex search or data treatment, the response will be sent within one month following receipt.
Number of complex queries.
 
% of complex queries that are dealt with within one month of receipt.
  
 
PARTICIPATION
Maintain permanent contact with citizens through the Senate's institutional profile on the social network Twitter.
Number of tweets published.
Number of contributors
Number of followers
Number of people reached (impact).
 
  
VISITING THE SENATE AND ATTENDING PLENARY SITTINGS
Deal with requests for guided tours of the Senate.
% of requests handled.
 
Number of visitors received.
Deal with requests to attend Plenary Sittings.
% of requests handled.
 
Number of citizens attending Plenary Sittings.
  
 
COMPETITIVE EXAMS, RECRUITMENT PROCESSES, INTERNSHIPS AND SEMINARS
Publish on the webpage all the stages of each process within a maximum of one working day following their publication in the Official Parliamentary Bulletin or from the adoption of the corresponding agreements.
% of stages published within the stipulated timeframe.
 
  
 
CONTRACTUAL PROCEDURES
Publish on the webpage all the stages carried out in each administrative contractual process within a maximum of one working day from the adoption of each agreement.
% of stages published within the stipulated timeframe.
 
  
PERSONAL DATA PROTECTION
Respond to requests to rectify, oppose or cancel personal data held on file within a maximum of five working days from receipt of the written request.
Number of requests received
 
% of requests dealt with within the stipulated timeframe
  
 
SUGGESTIONS AND COMPLAINTS
Examine and respond to complaints and suggestions submitted by citizens within a maximum of five working days (one month if the issue raised is complex).
Number of suggestions and complaints submitted.
 
% of responses provided within the stipulated timeframe.
 
Measures taken to improve the management of services

 

As part of its commitment to transparency and accountability, the Senate will evaluate the quality of its services on an annual basis. The results will be published annually on the website www.senado.es.