Diseño de estrategias para mejorar la atención a los clientes con discapacidad en la unidad de desarrollo social del Gobierno Autónomo Descentralizado municipal del cantón Alausí

Abstract

This research aims to design a set of strategies by evaluating the public institution, to improve customer service and service for disabled users who visit the Autonomous Decentralized Municipal Government of the Alausí Canton, Chimborazo province. Initially, a bibliographic and documentary study was carried out as a study methodology to develop the theoretical framework of research on customer service strategies, in this case, users of the Municipal GAD of the Alausí Canton. In addition, a descriptive and cross-sectional study was necessary by applying on-site surveys to officials, employees, and workers of this public entity. According to the findings, 58% of the surveyed people confirmed that disabled people request services, and the GAD assists their needs by generating and applying some strategies. However, these procedures need to be improved to provide optimal attention to this group of users. This situation has demonstrated that there is little attention from the authorities to this group of users. So that it is possible to conclude that the interviewed people consider that the application of strategies would improve the attention to users with disabilities in the Municipal GAD of Cantón Alausí, as confirmed by 85%, which validates the proposal raised in this study