The network of PROP offices and points of the Generalitat Valenciana has achieved in 2026 the best citizen rating in its history, with an average score of 9.54 out of 10 and 97.6% positive ratings from users. These results are based on 2,185 surveys conducted in PROP offices and points throughout the Comunitat Valenciana.
These results "consolidate PROP as the main point of face-to-face access for citizens to the public services of the Generalitat and as an essential tool to guarantee a closer, more accessible, and simpler administration," according to the regional administration in a statement.
The Director General of Administrative Simplification and Citizen Attention, Francisco Ortega, highlighted that "the best administrative simplification is that which citizens perceive in their daily lives." "These results reflect the effort of the PROP network professionals and demonstrate that we are moving towards a more proximate, understandable, and useful Administration for people," he stressed.
Ortega commented that digital transformation "only makes sense if it is accompanied by support services that ensure no one is left behind." "PROP – he emphasized – has become the human face of that digital transformation, helping thousands of citizens interact with the Administration simply and securely".
The study reveals that more than half of the people who visit PROP offices and points do so to obtain digital certificates or electronic identification systems such as Cl@ve, thus consolidating the network as one of the "main digital support instruments of the Generalitat".
Assistance for accessing electronic services, along with guidance on administrative procedures and document submission, position the PROP network as a key service for facilitating citizens' interaction with the administration and reducing barriers to public services.
The results also show a "very homogeneous" valuation throughout the Comunitat Valenciana, with practically identical satisfaction levels between PROP offices directly managed by the Generalitat and PROP points provided in collaboration with local entities.
Likewise, the study confirms that areas related to social services continue to be the most in-demand by citizens, highlighting the "importance" of having a close face-to-face support network, especially for those who require assistance in carrying out administrative procedures or tasks.
The Generalitat has emphasized that it "will continue to strengthen citizen attention through continuous improvement of the PROP network, the promotion of digital administration, the reduction of bureaucratic burdens, and the development of new services that allow for a simpler, more accessible, and effective relationship with the Administration".
