Balance score card aplicado a la unidad de tránsito y transporte del cantón Colta

Abstract

The evaluation of the registration and vehicle revision process by the Balanced Scorecard (BSC) methodology took place in the Traffic, Land Transportation, and Road Safety Unit (UTTTSV) in the canton of Colta, Chimborazo province. A current situational analysis of the unit conducted previously was useful to optimize the services provided by generating specific strategies ensuring optimal attention, the agility of procedures, and user satisfaction. The five perspectives evaluated: Administration, Financial, Human Talent, Processes, and Users, with their respective elements, were identified. The inductive method was applied to analyse the phenomenon studied. Interviews and surveys to users, employees, and managers were helpful to collect information to be subsequently tabulated by descriptive statistics. The main findings determined that the unit lacks essential administrative tools that control and regulate the perfect optimal performance of the institution, such as the PEI and internal regulations. The absence of these management tools directly affects the quality of the service in the processes of revision and enrolment vehicle offered by the entity to users. The users evidenced several setbacks in the UTTTSV revision and registration processes, such as excessive waiting time, lack of information regarding the amounts to be paid, and delays due to a shortage of collaborators. For this reason, indicators and goals established in the short, medium, and long term for the five perspectives analysed were necessary when implementing the BSC in the unit, recommending their immediate implementation since it will contribute to the improvement of the quality of the service, ensuring more influx of users.