A look at citizen service centers according to quality drivers
Una mirada a los centros de atención al ciudadano según los conductores de calidad
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To measure the quality of transactional public services, it is necessary to look within the organization. One way to do this is to review the conditions of the service centers for people, compliance with these ensures certain characteristics that can positively impact satisfaction with the service received. By applying a Check List to 461 service centers in regions, it is found that
the general average percentage amounts to 74.74%. If we break down the average compliance by driver, the best performance is observed in safety 84.06%; then, the items corresponding to the infrastructure driver with 78.34%; while the drivers with the lowest levels of compliance are attention and information with 69.74% and 66.81%, respectively. Therefore, the drivers who
should be monitored and intervened are those related to attention and information. In this article, we will approach the analysis from the point of view of quality drivers.
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Carta Iberoamericana de la Calidad en la Gestión Pública. Aprobada por la X Conferencia Iberoamericana de Ministros de Administración Pública y Reforma del Estado San Salvador, El Salvador, 26 y 27 de junio de 2008. https://clad.org/wp-content/uploads/2020/07/Carta-Iberoamericana-de-Calidad-en-la-Gestion-Publica-06-2008.pdf
Cruz, A. (2021). ¿Cómo mejoramos la calidad de los servicios públicos?: Modelo de estimación de los factores prioritarios en el Perú. Presidencia del Consejo de Ministros, Secretaría de Gestión Pública.
Norma Técnica N° 002-2021-PCM-SGP, para la Gestión de la Calidad de Servicios en el Sector Público [Anexo 1: Resolución de Secretaría de Gestión Pública N° 004-2021-PCM/SGP] [Archivo PDF]. https://www.gob.pe/institucion/pcm/normas-legales/1865188-004-2021-pcm-sgp