Propuesta para la mejora del servicio que brinda la Municipalidad de Naranjo en la plataforma de servicio
Fecha
2022-03-04
Autores
Arley Solís, Julio Antonio
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Editor
Universidad Nacional, Costa Rica
Resumen
La presente investigación se efectuó en la Municipalidad de Naranjo, en la cual se analizó el servicio que brinda la Plataforma de Servicio, la cual se dirige hacia la satisfacción del cliente, con el fin de generar propuestas de mejora en el marco de la nueva gerencia pública (NGP). De esta forma, éste proyecto se desarrolló tomando en consideración aspectos cualitativos y cuantitativos, ya que se examinaron conceptos relacionados con el modelo de la nueva gerencia pública para el análisis del servicio que brinda la Plataforma de Servicio, formulando el escenario en el cual dicha instancia debe desarrollarse, bajo los conceptos teóricos de los enfoques que la NGP plantea en su modelo, así mismo, en esta investigación se realizó la aplicación de una encuesta a los usuarios de la Plataforma de Servicio de la Municipalidad de Naranjo, con el fin de conocer el estado actual del servicio que brinda el municipio hacia los usuarios, para establecer el contexto sobre el cual definir las deficiencias existentes en cuanto a lo que plantea la NGP y de esta forma diseñar propuestas de mejora para el servicio en investigación. Se propone, establecer una evaluación continua del servicio, mediante la cual mantener un monitoreo programado, para de esta forma dar un seguimiento a las deficiencias que se encuentren y poder de esta forma, brindar un servicio enmarcado dentro de los enfoques de la nueva gerencia pública, como lo es la Reinvención del Gobierno y la Gestión para Resultados en el Desarrollo GpRD, que buscan desarrollar la eficiencia en la ejecución de objetivos y la eficacia en los resultados, los cuales deben generar un impacto positivo en la satisfacción del cliente. Finalmente, con base a lo anterior, plantear propuestas de mejora en la Plataforma de Servicios de la Municipalidad de Naranjo que aporten al logro de sus objetivos en el uso eficiente de los recursos públicos, donde prime el bienestar de los ciudadanos.
This research was carried out in the Municipality of Naranjo, in which the service provided by the Service Platform, which is directed towards customer satisfaction, was analyzed in order to generate proposals for improvement within the framework of the new public management (NGP). In this way, this project was developed taking into consideration qualitative and quantitative aspects, since concepts related to the new public management model were examined for the analysis of the service provided by the Service Platform, formulating the scenario in which such instance should be developed, under the theoretical concepts of the approaches that the NGP proposes in its model, as well, In this research, a survey was applied to the users of the Naranjo Municipality Service Platform, in order to know the current state of the service provided by the municipality to the users, to establish the context on which to define the existing deficiencies in terms of what the NGP proposes and thus design proposals for improvement of the service under investigation. It is proposed to establish a continuous evaluation of the service, through which to maintain a programmed monitoring, in order to follow up on the deficiencies found and thus provide a service framed within the approaches of the new public management, such as the Reinvention of Government and Management for Results in Development MfDR, which seek to develop efficiency in the execution of objectives and effectiveness in the results, which should generate a positive impact on customer satisfaction. Finally, based on the above, to raise proposals for improvement in the Service Platform of the Municipality of Naranjo that contribute to the achievement of its objectives in the efficient use of public resources, where the welfare of citizens is paramount.
This research was carried out in the Municipality of Naranjo, in which the service provided by the Service Platform, which is directed towards customer satisfaction, was analyzed in order to generate proposals for improvement within the framework of the new public management (NGP). In this way, this project was developed taking into consideration qualitative and quantitative aspects, since concepts related to the new public management model were examined for the analysis of the service provided by the Service Platform, formulating the scenario in which such instance should be developed, under the theoretical concepts of the approaches that the NGP proposes in its model, as well, In this research, a survey was applied to the users of the Naranjo Municipality Service Platform, in order to know the current state of the service provided by the municipality to the users, to establish the context on which to define the existing deficiencies in terms of what the NGP proposes and thus design proposals for improvement of the service under investigation. It is proposed to establish a continuous evaluation of the service, through which to maintain a programmed monitoring, in order to follow up on the deficiencies found and thus provide a service framed within the approaches of the new public management, such as the Reinvention of Government and Management for Results in Development MfDR, which seek to develop efficiency in the execution of objectives and effectiveness in the results, which should generate a positive impact on customer satisfaction. Finally, based on the above, to raise proposals for improvement in the Service Platform of the Municipality of Naranjo that contribute to the achievement of its objectives in the efficient use of public resources, where the welfare of citizens is paramount.
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Palabras clave
SATISFACCIÓN, EVALUACIÓN, DESARROLLO, RESULTADOS, SERVICIOS A LOS USUARIOS, SERVICIO AL CLIENTE, MANAGEMENT, SATISFACTION, SERVICES TO USERS, RESULTS