Over a decade of vocation of citizen service

From EPSA - European Public Sector Award


The Alcobendas Town Hall is an institution with a leadership vocation, which is innovative and committed to the value-based continual service improvement. The arrival of a new governing team in the organisation has led to the renewed impulse to the commitment to maintaining and improving the extraordinary quality of the public services offered. Both the Mayor-President as well as the Councillor of Organisation and Quality have expressed their desire to make Alcobendas citizens’ lives easier, simpler and more pleasant. This objective, concerning all the municipal activities, is reflected in the success of our most recent projects, such as our System of Personal Data Protection (2008 Best European Practices Award from the Madrid Data Protection Agency) or our e-Government project, which has already implemented its first two phases. At last, the launch of the Interactive Digital Television will allow for the culmination of the efforts undertaken for over 10 years in a programme creating a new way of understanding the citizen relationship and participation.

All the services offered by the Town Hall strive for the physical, emotional, and social wellbeing of the inhabitants of Alcobendas. The public services are provided in the framework of social solidarity aiming to fight social exclusion or injustice. This determination, which all the works in this institution share as a vocation and with a true passion, means that, in our daily work, we always have in mind the need to optimise the resources, commitment in the service to the citizen, and respect for diversity. The organisational culture is based on the principles of efficiency, participation, responsibility, and coordination, giving coherence and stability to our daily behaviour. This philosophy is translated into commitments toward: citizen orientation, citizen participation, orientation toward objectives and results, transparency and participation, coordination and involvement, responsibility and awareness of costs.

Award info
Award category: public service delivery
Award type: submission
Award year: 2009
Project type
Sector: Public administration, modernisation, institutional affairs, reform
Type of activity: community and stakeholder participation
Keywords: Quality management, modernisation, citizen orientation
Short English description: All the services offered by the Town Hall strive for the physical, emotional, and social wellbeing of the inhabitants of Alcobendas
Further information
Organisation: Alcobendas Town Hall
Other applicants:
Level of government: local level
Size of organisation: >100
Number of people involved:
Country: Spain
EU membership: EU member
Language code: en
Start date:
End date:

Over a decade of vocation of citizen service (40.5475293° N, 3.6416865° W)
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