La implementación tecnológica y su incidencia en la calidad de servicios públicos. Caso GAD Mocache

Abstract

The objective of the study is to analyze the impact of technological implementation on the quality of public services. The method is qualitative with a case study approach, specifically the Mocache GAD. The research has an exploratory, descriptive and analytical scope. A bibliographic review was carried out whose criteria were: benefits of digital operation and quality of management towards users based on an organizational culture with strategic objectives; these constitute solutions to the challenges of local governments. Through the application of the methodological design, the result was that the Mocache GAD faces deficiencies in operation and poor optimization of processes associated with technology. In addition, a deplorable technological infrastructure was identified that does not provide quality service to users; added to this is resistance to change at all levels of the organization that does not allow the implementation of a new management by more dynamic processes and linked to the fulfillment of social demands. It is therefore concluded that technology is a determining factor in the quality of public services, generating trust and credibility in state governance for better citizen participation.