​​The Quality Label is a distinction awarded to departments and entities within the Public Administration, whose service delivery to customers reaches those standards of service defined through the 4 Pillars (voice and understanding the customer, design and implementation of policies and services that meet customer expectation, delivery of a quality service and accountability, where people become part of the excellence of the service provided), the 5 Quality Service Determinants as defined by the SERVQUAL quality model (Reliability, Responsiveness, Empathy, Assurance and Tangibles), Directive 4-2 and any other directives or policies which establish quality standards within the Public Administration.

With the achievement of the Quality Label, the Employee Support Programme is committing to ensure ongoing monitoring of the standards with the aim of retaining the Quality Label.