Diseño de un modelo de gestión de atención al ciudadano para la Demarcación Hidrográfica de Pastaza de la Secretaria del Agua, durante el período 2014 – 2015

Abstract

In this research A Management Model of the Citizen Attention is carried out being a tool and a set of guidelines that allows the institution development. Currently the public institutions are considered indispensable to covert the user needs and expectations regarding to the service offered, it is necessary to identify the theoretical foundation which the model is based, for establishing the requirements considered in the implementation and elaborate the model ensuring compliance of the proposal. Using the Inductive - Deductive method, the causes are posed that problem caused, with the analytic and synthetic method we will have a clear vision both internal and external of the whole process in the identification of factors influencing in the users attention. Within the investigation is observed a poor attention, unsatisfied customer, lack of strategies and lack of training to the personnel about customer service. Obviously the lack of Management Model of the Citizen Attention in Hydrographical Demarcations from Pastaza has hampered the efficient development by the institution’s officials. To implement the Management Model of the Citizen Attention within the Hydrographical Demarcations allowing response development to the problems identified in order to improve the user service quality.