Análisis del Servicio de Help desk Zammad para Mejoras en la Eficiencia y Experiencia del Usuario en el GAD Parroquial de Pimocha.
The Parish GAD of Pimocha, belonging to Babahoyo, province of Los Ríos, faces technological challenges and efficient service to its citizens, its competencies that include: territorial planning, infrastructure, rural roads, productive development, public services and community organization, must be...
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| Формат: | bachelorThesis |
| Опубликовано: |
2024
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| Предметы: | |
| Online-ссылка: | http://dspace.utb.edu.ec/handle/49000/17068 |
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Добавить метку | Итог: | The Parish GAD of Pimocha, belonging to Babahoyo, province of Los Ríos, faces technological challenges and efficient service to its citizens, its competencies that include: territorial planning, infrastructure, rural roads, productive development, public services and community organization, must be served effectively in accordance with what citizens request in that framework, however in this research work aspects have been found that reflect deficiencies in terms of training in technologies and with a limited technological infrastructure prevent better service to citizens. In this case study, it is proposed Analisis the Zammad Help desk system to improve operational efficiency and user experience in the Pimocha GAD, allowing the centralization and automation of request management, improving the monitoring system and reducing of errors, however, resistance to change and the need for training are an additional challenge. In this case study, a survey was conducted with 32 citizens, in addition to an interview with personnel who work in two different areas of user service, and revealed dissatisfaction with the current system and long periods of time where responses and solutions are provided. citizens' requests, so the study shows that they showed a favorable perception towards the improvement of services with technologies. The adoption of the Zammad Help desk could significantly improve administrative efficiency, reduce response times and increase citizen satisfaction, although it requires a comprehensive approach to address the identified challenges. Although this software is designed primarily for technological support, it could be adapted also to management and citizen requests. |
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