Diseño de estrategias gerenciales para mejorar el servicio a los usuarios en el Gobierno Autónomo Descentralizado Municipal del cantón Taisha, provincia de Morona Santiago, en el departamento de secretaria.

Abstract

It is known that in the Autonomous Decentralized Municipal Government of the Taisha Canton belonging to the province of Morona Santiago the service to users in the public sector has had shortcomings related to quality, warmth and good treatment, which has resulted in the loss of confidence of users to perform personal, social and community management, therefore, the objective of this research was to design management strategies to improve the service to users in the Autonomous Decentralized Municipal Government of Taisha Canton, province of Morona Santiago in the department of secretariat. A mixed methodology was used, which included the collection of information from the entity and surveys to frequent users of the Municipality, with a sample of 379 economically active people in the canton. The results revealed the current situation of GADM Taisha from the perspective of users, the results reveal a number of critical challenges in public management. There is a lack of transparency in the communication of the institution's mission, vision and objectives, which can undermine citizen confidence. The absence of a strategic plan to improve services indicates a lack of coherent direction. Overall dissatisfaction suggests significant problems in the quality of services provided. These findings highlight the urgent need for reforms to improve transparency, strategic planning, service quality, and efficiency in customer service in the Autonomous Decentralized Municipal Government of Taisha Canton. Based on these findings, management strategies were designed to improve service. These strategies included the implementation of digitaltechnologies, staff training in customer service and technological tools, as well as streamlining internal processes.