WHAT CAN I USE THE PROP OFFICES PERSONAL ASSISTANCE SERVICE FOR?

The PROP information system consists of a network of offices that are geographically distributed to provide general information about the Generalitat's procedures and services and public job offers from the perspective of an efficient Administration oriented to the citizens of the Valencian Community.

Working hours (except local, regional or nation-wide public holidays):

• Winter timetable (from October 16 to May 14): Monday to Thursday from 9.00am to 2.00pm and from 5.00pm to 7.00pm and Fridays from 9.00am to 2.00pm.
• Summer timetable (from May 15 to October 15): Monday to Friday from 9.00am to 2.00pm.

• Review the specific timetable of each PROP office

The PROP offices offer the following services:

• General information about any step on procedures, services or public job offers that could or must be carried out with the Generalitat administration.
• Free delivery of official forms required to initiate or carry out procedures and services so that the latter can be completed in a single visit.
• Information about the status of applications filed related to subsidies for housing plans, transport cards, financial assistance for housewives for the care of the elderly, calculation of tax on transfer of ownership of vehicles.
• Information about the organization, powers, address, telephone number, fax and email address of the administrative units of the Generalitat, and about the fees for assistance and registration of documents.
• Through a computerized system, they organize the assignment of shifts for assistance, thus minimizing waiting time and ensuring that citizens are directed correctly to any of the autonomous administrative - and, if appropriate, municipal - units, that are located in the office. By means of the waiting time management system we know that since the first PROP building was put into operation (in June 1996), over 10 million citizens have been attended to.
• Through the register installed in the office itself, they provide citizens with a means to submit and register documents addressed to the Generalitat.
• Refer to the Official Journal of the Valencian Community (DOCV).
• Subscription to the(Alert Service.).

The information provided by the PROP offices is also available through telephone number 012 or Web. (PROP Guide).

The ACCESS STATISTICS obtained show the evolution since their implementation in 1996.

LIST OF PROP OFFICES

COMMITMENTS TO THE CITIZENS TO PROVIDE QUALITY

Some of these offices have a Bill of Services, which was approved by DECREE 2/2003, of March 7, of the president of the Generalitat, whereby the Bill of Services was approved for the Prop offices in Vinaròs, Villareal, Sagunt, Xàtiva, Ontinyent and Benidorm. (DOGV [Official Journal of the Valencian Generalitat] 4462 - 18/03/03)

1. Commitments to quality vis-à-vis the citizens.

2. Speed, efficiency and reliability.

• The Prop office will provide general information concerning the procedures of the Valencian Generalitat administration immediately it is requested by any citizen. If the information is not available at that time, the Prop office will send it on the next business day through the medium chosen by the citizen: telephone, fax, ordinary post or email.
• The average waiting time to be attended to for enquiries about general information on procedures of the Valencian Generalitat or public job offers will be less than 9 minutes.

3. Convenience and availability.

• Visits will be arranged respecting the order of entry, using a computing system equipped with screens announcing turns.
• The office will have the printed matter and forms necessary to transact Valencian Generalitat procedures. If the forms are not available during the citizen's visit, the office will send them to the citizen's home address free of charge.
• The office will be equipped with photocopiers for public use.

4. Transparency.

• The Prop office undertakes to respond to citizens' complaints and suggestions within a maximum period of 15 days as from the date on which they are submitted.

TABLE OF INDICATORS. WE MEASURE QUALITY