Propuesta de mejora de los procesos administrativos de la epmapaq, a través del uso de las tecnologías de información y comunicación (tics)

This research paper presents an Information and Communications Technology proposal for improving the administrative processes of the Quevedo Municipal Public Water and Sewerage Company (EPMAPAQ) through the use of Information and Communications Technologies (ICTs). An initial assessment identified significant limitations, such as the need for up-to-date technological resources, a lack of automation in critical areas such as customer service and the technical department, and an intermediate level of technological competency among staff, albeit with a positive attitude toward change. Based on successful experiences with Information and Communications Technologies at the country's leading drinking water companies, an improvement proposal was developed that includes the implementation of Customer Relationship Management (CRM) software such as Freshdesk, ngDesk, or a customized system to centralize, automate, and transparently process customer technical requests. This is supported by a Web and Mobile Virtual Customer Service Agency that offers users online support 24/7. Through the application of key performance indicators (KPIs), it was possible to demonstrate that the implementation of the proposal will result in shorter response times for administrative procedures, a reduction in staff operational burden through the automation of administrative processes, and increased transparency. Furthermore, public perception of service quality improves significantly, reflecting greater satisfaction and confidence in the digitalized processes.

• Autor principal: Briones Gavilanez, Betty Katherine (author)
• Formato: masterThesis
• Lenguaje: spa
• Publicado: 2025
• Materias: : EPMAPAQ; Procesos administrativos; TICs; KPIs
• Acceso en línea: https://repositorio.uteq.edu.ec/handle/43000/8014