Diseño de un modelo de Gestión Pública como fortalecimiento de la calidad de servicio. Caso, Instituto Ecuatoriano de Seguridad Social – Dirección Provincial de El Oro.

Abstract

Globalization has required the application of strategies that maximize new forms of governance. This is because there are stagnant processes that have not helped establish a better service dynamic in public organizations. The objective of this study is to design a public management model, with the purpose of determining its impact on the quality of the member care services of the Ecuadorian Institute of Social Security - Provincial Directorate of El Oro. The methodological approach of the research is mixed since both qualitative and quantitative studies have been used. Two evaluation instruments were applied: a survey of 383 members, whose dimensions dealt with resource allocation, communication, citizen participation and transparency policies. And an interview was applied to two officials who hold administrative positions. All this to understand the phenomenon of study through the variables on perception of the quality of care services and the availability of resources and equipment. The result was that 62% do not agree with the management processes executed by the entity and 68% express that the institution needs a model that optimizes processes. In addition, a proposal on user service management has been designed with quality standards for subsequent implementation. This allows us to conclude that timely feedback can strengthen transparency in public management and participation of individuals in terms of the quality of service that citizens/customers deserve by right.