Modernization of public management and quality of user services - Zela Pacori, Carmen Eliza;Talavera Salas, Illich Xavier
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The loss of credibility of the public sector, as a manager of citizen welfare, is accompanied by manifestations that demand and force public institutions to act applying principles of economy, efficiency and efficacy. In this sense, the provision of public administration services seems to be characterized by dissatisfaction. Both politicians and citizens, and even increasingly public administration workers themselves, criticize it.The study was carried out in the thirteen provinces of the Puno region, with the purpose of relating the modernization of public administration and the quality of…mehr

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Produktbeschreibung
The loss of credibility of the public sector, as a manager of citizen welfare, is accompanied by manifestations that demand and force public institutions to act applying principles of economy, efficiency and efficacy. In this sense, the provision of public administration services seems to be characterized by dissatisfaction. Both politicians and citizens, and even increasingly public administration workers themselves, criticize it.The study was carried out in the thirteen provinces of the Puno region, with the purpose of relating the modernization of public administration and the quality of attention to users. The level of modernization of public administration was measured in its dimensions of planning and organization, infrastructure and equipment, administrative simplification and transparency, and access to information. And the quality of service to users, with its dimensions of tangible elements, reliability, responsiveness, security and empathy.
Autorenporträt
Estudios de doctorado en Gestión pública y desarrollo territorial. Magister en gestión publica y desarrollo local. Licenciada en Sociología. Docente universitaria.