Medidas de gestión organizacional y su incidencia dentro de la administración pública. Caso: Empresa Pública de Telecomunicaciones, Agua Potable, Alcantarillado y Saneamiento (ETAPA. EP.)

Abstract

The objective of this study is to analyze the organizational management implemented in the Public Company of Telecommunications, Drinking Water, Sewage and Sanitation (ETAPA EP) in order to determine its impact on administrative efficiency. Through a qualitative approach and exploratory scope, a semi-structured interview was applied to officials and collaborators of the administration of this public entity. The dimensions that were considered to understand the situation of this company, object of study, dealt with the effects of optimization and restructuring policies on internal processes; the customer experience regarding the modifications and the flexibility of the adjustments in this structural reorganization. The result was that despite the intentions for improvement, the elimination of key departments and work overload have negatively affected the operation and work environment in the organization. It is concluded that internal and external communication, as well as process transparency, effectively streamline the service delivery model. Therefore, the continuous evaluation of the effectiveness of these organizational measures benefits the governance and administration of public entities and assesses the quality of service to citizens.