Focusing on quality in public administrations aims to create efficient and committed public organizations that deliver high-quality services. In this regard, CSIC (Spanish National Research Council) has a Quality and Innovation Unit.

Quality-related efforts linked to CSIC Library and Archive Network include collecting statistics, developing quality indicators, conducting periodic satisfaction surveys, drafting and adopting of commitments through a service charter, and responding to complaints and suggestions received via the electronic office.

Statistics provide data on the growth of bibliographic, archival, and authority records; catalog and virtual library searches; user service provision; communication channel outreach; and the development of the institutional repository Digital.CSIC. In addition, URICI (Scientific Information Resources Unit for Research) supplies data to other organizations such as REBIUN and the Ministry of Culture to support their statistics.

Quality indicators are values or metrics used to measure performance, aiming to identify areas of excellence and improvement while promoting work practices aligned with quality policy. These indicators are grouped into categories: people (staff and users), material resources (collections, infrastructure, and budget), processes, user results, research impact, and social impact.

Surveys are conducted regularly to assess the satisfaction of staff and services’ users.

Finally, the CSIC Library and Archive Network has a service charter that outlines offered services, conditions for their provision, users' rights, and quality commitments. The current charter covers the period 2023–2026.

All of these actions fall under the CSIC Quality Plan, which serves as an institutional-level strategy. The successive frameworks and plans can be found on the Quality and Innovation Unit’s website.

Further information:

• Charter of Library and Archive Services (2023-2026)
• Performance Catalog Indicators
• Complaints and Suggestions