Description of the initiative

Service Charters are documents that set out the quality commitments for the services managed and delivered by the City Council, in response to the needs and expectations of citizens. These commitments reflect the priorities of the population and the administration across all areas of municipal action.

The Service Charter aligned with the SDGs of the Riba-roja de Túria City Council has also sought to identify which Sustainable Development Goals (SDGs) are being addressed through these municipal commitments. Its aim is to ensure transparency, accountability and continuous improvement of services, linking them to the 2030 Agenda and local strategic planning.

To this end, different initiatives have been developed, such as engagement sessions through the Sectoral Councils made up of the municipality’s entire network of associations and various influential stakeholders, where the Strategic Plan and the 2030 Agenda were worked on, verifying the validity of the commitments set out in the Service Charter and adapting them to citizens’ expectations, which represents a substantial improvement in the services offered.

Implementation period

2022–2025 and beyond (a continuously updated process).

Methodology

The process was carried out through participatory sessions, collaborative methodologies such as World Café,

surveys and work with the Sectoral Councils, ensuring that the commitments reflect citizens’ needs and their alignment with the SDGs.

Resources

Human resources from the Transparency, Open Government and Citizen Participation Area were used, together with the participation of the 23 departments involved in the commitments, with the support of an external consultancy and AENOR certification. Financially, the project had a municipal budget and an external grant.

Stakeholder engagement and partnership building

The project involves citizens and sectoral associations through the 14 Sectoral Councils, which represent different cultural, economic, environmental and social areas. These bodies have been key in defining and validating the commitments of the Service Charter.

In addition, the City Council has worked with external consultancies responsible for facilitating and monitoring the process, the University of Valencia, which defines Riba-roja’s Strategic Plan, and AENOR, which certifies the quality and compliance with the commitments undertaken.

Coordination

Internal: Managed through collaborative tools for shared work among the different municipal departments.

External: The Sectoral Councils were facilitated and citizens were engaged through surveys and participatory sessions.

INNOVATION What are the most innovative aspects of the initiative?

The project stands out for integrating the SDGs into the Service Charter, turning it into a tool for transparency and accountability. In addition, the use of participatory methodologies such as World Café and AENOR quality certification strengthen its impact and credibility.

Replicability, scalability and transfer: What elements should be considered to replicate the initiative in another Local Entity?

To replicate the initiative, it is essential to have political will, an active participation structure such as the Sectoral Councils, and a certification framework that ensures accountability. It is also key to have facilitation and monitoring tools to ensure continuous updating and communication to citizens.

Obstacles: What have been the main obstacles encountered in the different phases of the project?

The main challenges have been facilitating citizen participation and disseminating the Service Charter to reach the entire population. To overcome them, communication channels and the involvement of the Sectoral Councils in the process were strengthened.

Triple impact: To what extent has the triple impact been considered in the design and implementation of the initiative?

The project addresses the triple impact by integrating sustainability into municipal management. Environmentally, it promotes commitments aligned with the 2030 Agenda. Economically, it drives efficient planning based on continuous improvement. Socially, it strengthens participation and transparency.

Is it sustainable from an environmental, economic and social point of view?

Yes, as it integrates the SDGs into municipal planning, ensuring sustainable, transparent and participatory management. By integrating the SDGs into municipal planning, we ensure this triple impact.

Results, measurement and impact

The Service Charter includes 65 commitments and 164 indicators, whose compliance is audited and certified annually by AENOR. Results have been measured through monitoring indicators and the contributions gathered during participatory sessions with the Sectoral Councils and citizens.

Links of interest:

http://www.ribarroja.es/2_pagina_web relacions_am b_els_ciutadans_i_la_societat i_participacio_ciutada na/cartes_de_serveis_municipals

http://www.ribarroja.es/participacion_ciudadana_y_tra nsparencia/consejos_sectoriales

http://www.ribarroja.es/medio_ambiente/plan_estrate gico_participado_de_riba_roja_de_turia/contenidos/5 510823/3155425

Sectoral Councils facilitation report