Diseño de una propuesta de un manual de procesos para mejorar los servicios de atención al público del Gobierno Autónomo Descentralizado Municipal del cantón Pichincha, provincia de Manabí período 2022

Abstract

The present study has as a general objective to analyze a proposal for a process manual to improve customer service services, in the Municipal Decentralized Autonomous Government of the Pichincha Canton to guarantee immediate or objective results, for which an exploratory investigation was established, descriptive and non-experimental under a qualitative approach that will provide relevant information on the variables to be investigated, therefore, a population of 6 directors and 2 deputy directors that make up the Fecha: 14 marzo 2023 Municipal Decentralized Autonomous Government of the Pichincha Canton was determined, with the purpose of collecting relevant information. about the customer service process and identify the main causes that generate dissatisfaction in citizens by conducting interviews. Resulting in the fact that there is no process manual that guides the administrative processes of the cash area - collection, rents, appraisals and cadastre so that they provide effective attention to citizens who come to request information or for help in resolving issues about their properties. and taxes. In short, the present study and the results obtained proceeded to design a proposal for a process manual for each mentioned area describing each of the procedures that must be carried out with an effective optimization of resources.