Gobierno electrónico y su incidencia en la gestión de servicios públicos de la unidad de rentas municipales del gobierno autónomo descentralizado de Quevedo, año 2023.

This study analyzes the impact of e-government on the management of public services in the Municipal Revenue Unit of the GAD of Quevedo, with the aim of evaluating the influence of Information and Communication Technologies (ICTs) on process optimization, operational efficiency, and user satisfaction. A mixed research design was used, incorporating both qualitative and quantitative methods. Key Performance Indicators (KPIs) were applied to measure aspects such as operational efficiency, user satisfaction, economic impact, and accessibility of digital services. The results show that 60% of municipal procedures have been digitized, yet manual processes still persist in revenue collection and customer service. Although 52% of users perceive improvements in response times, 40% still prefer in-person transactions due to a lack of confidence in the system and insufficient knowledge of its usage. There was a 15% increase in tax revenue in 2022, though interoperability issues between financial systems and the payment portal continue to limit its effectiveness. Additionally, 35% of users report difficulties accessing the internet, and 30% are unaware of how to use digital services. In conclusion, while e-government has partially improved the management of public services, its impact remains limited due to technological inefficiencies, resistance to change, and a lack of digital literacy among citizens. It is recommended to modernize the web portal, develop a mobile application, enhance digital security, provide training for users and staff, and improve system interoperability.

• Autore principale: Zambrano López, Jordy Ariel (author)
• Natura: masterThesis
• Lingua: spa
• Pubblicazione: 2025
• Soggetti: Gobierno electrónico; Eficiencia operativa; Automatización,; Servicios públicos
• Accesso online: https://repositorio.uteq.edu.ec/handle/43000/8333