Manual de procesos administrativos como estrategia de fortalecimiento de la calidad del servicio público en el Consejo Nacional Electoral Delegación Provincial Santo Domingo de los Tsáchilas

Abstract

Process-based management allows organizations to carry out their activities efficiently and effectively. The objective of this study was to design a proposal for a manual of administrative processes as a strategy for strengthening the National Electoral Council - Santo Domingo de los Tsáchilas Provincial Delegation, with the purpose of determining its effectiveness in the quality of public service. The research has a mixed approach, that is, qualitative-quantitative based on a non-experimental design with transectional characteristics. Data collection was carried out through interview and survey techniques, the latter structured based on the dimensions that measure service quality. It should be noted that the results of these variables were important at the time of making the proposal, since 50% of respondents stated that the user attention and service process is good, thus demonstrating the need to take actions to improve these shortcomings. For this reason, the development of a manual of administrative processes contemplated by tangible and reliability elements, elements of sensitivity and responsiveness, dimensions of security and empathy, allows standardizing processes, reducing execution times, correct assignment of responsibilities and minimize errors and in this way internal processes are synthesized and optimized, guaranteeing efficiency and effectiveness in the development of activities, which leads to the strengthening of the quality of public service in the National Electoral Council Santo Domingo de los Tsáchilas Provincial Delegation.