Menu of Services

The Fábrica Nacional de Moneda y Timbre-Real Casa de la Moneda (FNMT-RCM) during its history of more than one hundred years has been entrusted with the manufacture of products and documents that are essential in every citizen's lifetime, documents that thwart forgeries and tampering, that are produced in a secure environment and that contain the utmost in safeguards and quality.

The FNMT-RCM has constantly adapted to a changing society, and this is why we can provide the general public directly with such services as:

  • The sale of coins, medals, engravings, etc., either through the Museum Shop or through the online store.
  • The Electronic Certificate (CERES) that provides authentication and guaranteed confidentiality of communications between individuals, corporations, public entities and administrations via the open communication networks.
  • Services that are specific to the Casa de la Moneda Museum.
  • School of Engraving and Graphic Design

This Menu of Services supports the catalogue of products designed for clients both private and official.  It is written for the purpose of informing citizens of these three services that are currently available from the FNMT-RCM and which incorporate standards of quality and commitment to constant improvement identical to the   criteria that are present in the FNMT-RCM's core values.

CERES (Electronic Certificate)

  • Percentage of individual user certificates downloaded within the time period pledged (24-48 hours).
  • Percentage of monthly availability of the Services (yearly accumulated figure).  Objective is 95 per cent.
  • Number of complaints registered.
  • Percentage of complaints answered within the period pledged.
  • Level of perceived quality, taken from client satisfaction surveys.

Museum

  • Number of visitors to the Museum.
  • Number of virtual visits to the Museum via the Internet.
  • Number of Museum exhibits that can be viewed online.
  • Number of applications made for guided group visits.
  • Percentage of visitor applications answered within the period pledged.
  • Number of requests from researchers.
  • Percentage of replies to researchers within the period pledged.
  • Number of notifications of scheduled Museum activities posted within the period pledged.
  • Number of complaints registered.
  • Percentage of complaints answered within the period pledged.
  • Number of credits obtainable from the Master's Degree course taught at the School of Engraving.

Museum Shop

  • Percentage of orders shipped within the periods pledged.
  • Number of complaints registered.
  • Percentage of complaints answered within the period pledged.

Compromisos de calidad

Ceres (Certificado Electrónico)

  • Puesta a disposición del certificado de persona física antes de 30 minutos, una vez acreditada su identidad.
  • Servicio de certificación electrónica disponible, como mínimo, un 95 % del tiempo total, en cómputo acumulado anual.
  • Responder en un plazo inferior a 15 días hábiles las quejas recibidas.

Museo Casa de la Moneda

  • Responder a las solicitudes de visitas guiadas para grupos y a las peticiones de los investigadores en el plazo máximo de 8 días hábiles desde la recepción de la solicitud.
  • Responder en un plazo inferior a 15 días hábiles las quejas recibidas.

Escuela de Grabado y Diseño Gráfico

  • Mejorar la calidad de la formación impartida.
  • Realización de prácticas laborales de al menos el 50% de los alumnos del Máster.

Tienda Museo Casa de la Moneda

  • La entrega de los productos adquiridos en la tienda virtual https://tienda.fnmt.es/fnmttv/ o pedidos telefónicos se realizará en el plazo máximo de 10 días hábiles siguientes a la compra.
  • Se contestará en un plazo inferior a 15 días las reclamaciones/quejas que se reciban.

Indicadores de calidad

Ceres (Certificado Electrónico)

  • Porcentaje de certificados de persona física que se han puesto a disposición del solicitante antes de 30 minutos.
  • Porcentaje disponibilidad de los servicios de certificación electrónica del 95%.
  • Porcentaje de quejas contestadas en el plazo comprometido.

Museo Casa de la Moneda

  • Porcentaje de solicitudes de visitas contestadas en plazo.
  • Porcentaje de contestaciones a investigadores, contestadas en plazo.
  • Porcentaje de quejas contestadas en el plazo comprometido.

Escuela de Grabado y Diseño Gráfico

  • Índice de calidad percibida en las encuestas de satisfacción.
  • Porcentaje anual de alumnos becados sobre el total de alumnos.

Tienda Museo Casa de la Moneda

  • Porcentaje de envío de pedidos en los plazos comprometidos.
  • Porcentaje de quejas contestadas en el plazo comprometido.

Corrective measures

In the event of complaints due to non-compliance with the commitments stated in this Menu of Services, report them to the Unit in charge of the Menu.

The Managing Director will inform the interested party in writing of the measures taken to correct the non-compliance, once this has been verified.


Management systems

The FNMT-RCM has implemented and certified quality management systems ISO 9001, certified by AENOR, OHSAS 18001; the occupational safety and health management system, certified by AENOR, and the environmental management system ISO 14001 for the design and manufacture of banknotes and coins certified by BUREAU VERITAS.


Ways in which citizens can participate and collaborate

By registering complaints and suggestions as provided for in this Menu of Services.  By written proposal to the unit responsible for the Menu.  By satisfaction surveys, conducted periodically and via the Internet, to convey their opinion on the service provided.


Complaints and suggestions

Citizens may submit their complaints and suggestions regarding the services provided by means of:

  • Written submission to any of the administrative registers provided for in Law 39/2015, of 1 October, on Common Administrative Procedure (article 16).
  • Via the electronic site: https://www.sede.fnmt.gob.es/en/tramites/quejas-y-sugerencias.
  • In person, by filling in the form available in General Services, according to the model approved by RD 208/1996 of 9 February.

All complaints and suggestions will be answered within a maximum period of 20 working days in accordance with the provisions of Royal Decree 951/2005 of 29 July.


Versión de esta Carta de Servicios: Enero 2020