Municipality of Chiclayo

Red de comunicación para optimizar la calidad de atención

al usuario en organismos desconcentrados - municipalidad

Rafael Damián Villón Prieto

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decentralized agencies to improve communication and

service of the municipality Chiclayo 2019. The

implementation and articulation to integrate the

communication network to the information technology

service, among the decentralized agencies to achieve

communication coverage and improvement in the

administration and user service. For this research, the

instruments used for the collection of information are in

accordance with the objectives to be achieved during the

research process and that allow obtaining the necessary

of the entity framed within the regulations of the state

reform and sustainable development.

Keywords: Communication network - communication,

care

Universidad Cesar Vallejo, villonpr@ucvvirtual.edu.pe,

RESUMEN

El presente trabajo de investigación se denomina Red de comunicación para optimizar

la calidad de atención al usuario en organismos desconcentrados - municipalidad

Chiclayo 2019, cuyo objetivo es diseñar una Red de comunicación para interconexión

de organismos desconcentrados para mejorar la comunicación y servicio de la

municipalidad Chiclayo 2019. La implementación y articulación para integrar la red de

comunicaciones y control de las mismas en la entidad, con una arquitectura tecnológica

adecuada y escalable que servirá de base de los futuros proyectos en Tecnología y otros

que se apoyen en el uso de los servicios de TIC. Todo ello acorde a la misión de la

entidad enmarcado dentro de la normatividad de la reforma del estado y desarrollo

sostenido.

Palabras clave: Red de comunicación – comunicación, atención

INTRODUCTION

The investigation of public administration management is currently a topic of continuous

the sustained improvement of public administration in general, with the purpose of

optimizing the services it offers. Every state invests a lot of capital for the welfare of

citizens, facing difficult social and economic conditions that are presented today. It is a

challenge, because knowing how to face the profound impact that produces every new

modality and the technologies that are incorporated, facilitates an excellent attention

and with a superior disposition in public services. Simply because it represents an

essential document. Even more so if in the economy it refers to: saving time, work,

becomes a minimum cost and exceeds in common benefit (Ornelas et al., 2010, p. 16).

For Conde, (2016) in his research his intention was to expose the causes that influence

the perception and perspectives experienced by the user during the attention of the

fiber communication is implemented considerably in other network segments indicates

Arvizu et al., (2020) that the reality of micro entrepreneurs I see an imperative need for

communication development by the results obtained revealed that, when they are in

marginal spaces, the chances of success result lower due to the hostile environment of

low communication in which they develop (Vargas, 2020, p 32).

With the experience of its study regarding the management of the supply chain is

the services, and by if dissatisfied users that use of the public services. In the Sub

Management of Finance and Accounting of the Provincial Municipality of Huancavelica

has been experiencing a search to optimize the quality of its service, to increase the level

of satisfaction of its beneficiaries, that is why this research was carried out.

As can be seen, it is very important the user satisfaction section in the state entities for

to optimize the relationship between citizens and the state, improving the quality and

attention of the services it offers, thus founding the fourth axis of Peru's Government

Plan.

expect quality public services, and its online dimension is no exception. For Sá et al.,

(2016)Quality should maximize and develop strategies that improve the services offered,

increasing the satisfaction levels of its recipients.

Adaptive governments have to improve the capacity of attention, to face and adapt to

changes in order not to be unstable. Strategies to adapt with internal and external

capabilities, Decentralization of decision making and seeking to inform at all levels.

blog capacity and public service capabilities established in the theory. For (Soe &

Drechsler, 2018) in addition to the presence of multiple mobile terminals in society, the

uzo wireless networks are needed to facilitate internet access service. It must be given

the reason that there is still a significant number of inhabitants of the national and world

population that does not possess of the access to the most basic means of

communication with that experience this proposal would be the initial step of a large

support network for its future implementation of the organization (Díaz & Ayala, 2020,

p. 23).

The main challenge in transition countries is to ensure decentralized local government

with strong capacities to cope with the new rural development programming

and Ajzen's theory of planned behavior. However for Papić & Bogdanov, (2015), Tamayo,

(2004) communication enables the bond of scientific knowledge creation, not only

because it is a main contribution to the development and welfare of society, but also a

significant guide to quality. The experience of Jastro & Tovar, (2020), Caraballo, (2019)

in the propositional moment, from the improvement of spiritual intelligence in

instruction can reach a metamorphosis, truth, equity, friendship and piety, assume a full

eco Sophia, recognition of the other, diversity and anthro poetic method that would

support to reach with more commitment to public servants.

MATERIALS AND METHODS

between decentralized agencies to provide greater service in each one. Because the

research will allow to elaborate at the end of the design a fiber optic interconnection

system between the deconcentrated organisms of the provincial municipality of

Chiclayo, at the service of the institutional development as a theoretical and technical

proposal Population sample and sampling Population The study population are the

owners of residences and users of the provincial municipality of Chiclayo, the called to

development of society. The cabinet became a center of participation, which is a

meaningful action to do something useful with solutions to build solutions for the future

with hope to participate and improvements, proving that no one can do it only a

research, it needs the presence and participation of others and sharing responsibilities,

difficulties, successes and failures. The activities that were developed within the cabinet,

are related to scientific and technological research, constituting a viable and attractive

strategy for the participation of the institutions, tending to the improvement of the

quality of attention to the user, starting from their own experiences, from new ways of

doing, of solving, within a framework of the improvement of attention.

The field technique used in this research is the interview, to obtain data consisting of a

experts applying their technique, the 03 experts validated the instrument unanimously,

in which they examined the instrument under two concepts: Construct Validation and

Content Validation. This technique is complied with and the specialist will then approve

the validation booklet and then proceed to apply the survey. Scale to measure the quality

of user care. This scale is oriented to collect information regarding the quality of user's

attention, it was elaborated by the researcher and is directed to the users of the

provincial municipality of Chiclayo. It measures 07 components or dimensions which

are: 07 consists of 35 items, describe the instrument. Procedure: We proceed to the

identification of the problem, the problematic reality, we attach what we looked for in

previous works, related theories, then we work the part of the theoretical framework,

Statistical methods of measurement of sample processing, the current purpose of

descriptive statistics is to shorten the inquiry of more or less numerous sets of data. By

ratifying the immediate conception of the testing task: the frequency, the empirical

measure of the occurrence of the different states that the variable manages to show, the

frequency of the occurrence of the different states that the variable manages to show.

municipality of Chiclayo to improve the user service. A measurement scale was used,

designated as follows: Always (4), Almost Always (3), Seldom (2) and Never (1); The

survey was made up of 35 items, distributed in dimensions: Strategy and organization

dimension with 5 items, Citizen - user knowledge dimension with 5 items, Accessibility

and channels of citizen attention dimension with 5 items, Infrastructure, furniture and

equipment for attention dimension 5 items, Citizen attention process and simplification

dimension 5 items, Citizen attention staff dimension 5 items and Transparency and

access to information dimension 5 items. Presentation of Results. The results of the

measurement of the quality of attention to the user of the provincial municipality of

Chiclayo. I detail the results obtained from the analysis of documents, the application of

Accessibility and channels of citizen attention dimension with 5 items, Infrastructure,

furniture and equipment for attention dimension 5 items, Citizen attention process and

simplification dimension 5 items, Citizen attention staff dimension 5 items and

Transparency and access to information dimension 5 items. Presentation of Results. The

results of the measurement of the quality of attention to the user of the provincial

municipality of Chiclayo.

Strategy and organization includes: you are satisfied with the attention you receive, the

procedures you carry out are attended to in a quick and timely manner, the institution

provides services in an orderly and organized manner, you perceived improvements in

the attention in the area you visited and the institution works in a coordinated manner

orientation announcements to carry out my management, I have been trained to access

the services provided by the institution, I know all the services provided by the

institution.

The measurement scale shows that 70% of users never, 15% of users rarely, 7% almost

always, 6% always in this dimension we can see that the user does not perceive visual or

personal support to be located in the organization at the time of requiring a service. The

counselor helped you to locate you and tell you where you will be attended, they

clarified and/or answered your concerns or needs, in the attention received you

perceived that it was equitable for all, they do not require copies of documents that are

on the web, they give you proof of your payment and / or management carried out.

Of users rarely, 6% almost always, 7% always. As can be seen in this dimension of

accessibility and channels of attention, the user manifests poor accessibility and few

existing channels of attention. The infrastructure, furniture and equipment for the

attention contains the facilities where they receive services are adequate and

comfortable, in the environments I identify the adequate signage for each area, I locate

the risk maps in the different floors of the institution, you can find all the comfort for

provided by the personnel that attends to the user, generating a gap in identification

with the institution.

The citizen service personnel contain the person who attended them, knew how to

respond to all their requirements, the person who attended them knows how to use

the system, they believe that the person who attended them is qualified for this position,

they were left with doubts by the person who attended them, they cleared all their

doubts with the person who attended them. 57% of users never, 26% of users rarely,

7% almost always, 10% always. It is considered necessary in this dimension that user

service personnel should be trained to attend to all user concerns or doubts.

Transparency and access to information contains the required information, there is a PC

always. In this dimension, transparency and access to information through proposals are

considered necessary.

DISCUSSION

The present study takes into account the context where the service to the user of the

provincial municipality of Chiclayo is provided, in this sense the researcher has observed

users, aimed at improving the institutional quality service, to achieve the strengthening

of the civil service and governance mechanisms, vital for good public management, as

well as propose a continuous training of good public servants.

Previous research is relevant, as it explains the importance of state policies in the design

of technological solutions to improve the service to local government users. The results

of the information analysis of the survey applied are conclusive, as they show that it is

necessary to decentralize user care, the appropriate use of care policies and the good

use of the available resources will allow users to have a good service and feel identified

with the institution. This relationship is essential between the customer service agent

and the user, where communication must take place according to the organization's

indexes are relatively low and would have as main influential factors: the social reality of

state organizations, labor instability, people's culture, the resources available to the

employee to perform his work and to obtain outstanding results, the inability to manage

based on the current regulations; which leads us to conclude that there is an urgent

need to define objectives that go hand in hand with the regulatory framework that will

allow the worker to optimize his performance in his job. At present there is a need for

workers at all levels and areas to be trained and promote the promotion of a good and

meaningful service to users, using methodological strategies to improve the quality of

service and not continue with the current reality, therefore, it is sought to ensure that

they are able to deal efficiently and effectively, the daily situations of the day to day. At

The results of the instrument used in the dimensions are as follows: Strategy and

organization contains in the measurement scale 64% of users never, 25% of users

seldom, 5% almost always, 6% always. In this dimension of strategy and organization we

can see that it is necessary for the institution to have a good service strategy applied

throughout the organization. Knowledge of citizenship - user contains: In the

measurement scale 70% of users never, 15% of users rarely, 7% almost always, 6% always

service: In the measurement scale 65% of users never, 21% of users rarely, 8% almost

always, 6% always in this dimension of infrastructure, furniture and equipment the user

perceives that the institution does not have adequate and current equipment for the

required service. Process of attention to citizens and simplification: In the measurement

scale 66% of users never, 22% of users seldom, 5% almost always, 6% always. It is

perceived in this dimension that there is no standard of attention by the personnel that

attends the user, generating a gap of identification with the institution. Citizen service

personnel: In the measurement scale, 57% of users never, 26% of users rarely, 7% almost

always, 10% always. It is considered necessary in this dimension that user service

personnel should be trained to attend to all user concerns or doubts. Transparency and

solution that allows the decentralized organizations to communicate, it was determined

that it should be through a communication network, for its security of voice, data and

video information, with the capacity to grow in the different services required in the

future. It was demonstrated that the technology to be used as optical fiber allows us to

have all the security of the information in the interconnection of decentralized

organizations. Fiber optics allows us to guarantee a secure and constant communication.

It was shown that the tool used allows us to dimension the necessary bandwidth for a

decentralized organization, as a growth capacity. After the study of the locations of the

decentralized organizations, we proposed the laying of optical fiber with feasible and

strategic routes for its growth. We conducted with the head of the IT area the diagnosis