Diseño del Sistema Integrado de Gestión para el proceso de ventanilla única de la Alcaldía de Pamplona, bajo requerimientos de la Norma ISO 9001:2015 y el modelo integrado de planeación y gestión (MIPG).

Abstract

With the completion of this work, it was possible to fulfill the proposed objective that gave rise to the research, focusing on the design and structuring of the activities involved in the process of receiving, filing and distributing documents of the municipal mayor of Pamplonanorte de Santander designing a manual of procedures and suitable formats that allow an effective delivery of information and services. An observation, diagnosis and structuring of the document reception, filing and distribution process was carried out, fundamentally using the ISO 9001: 2015 technical standardization standard regarding quality, in the same way taking into account and linking the third dimension "management with values for results". ” state-citizen relationship of the integrated model of planning and management (MIPG) developing the self-diagnosis of “citizen service”. Through the diagnosis of ISO 9001:2015 carried out in the municipal government of Pamplona-norte de Santander, it was possible to reflect the degree of compliance with the requirements established in the aforementioned standard, adding a qualitative and quantitative study that allowed to demonstrate the progress of the quality management system, considering the result obtained, the requirements with very low compliance with the ISO 9001: 2015 standard were filtered and prioritized, which accredits us the direction of this task to the design of the single window process of the institution. Finally, the single window process is structured between parentheses, receipt, filing and distribution of documents for the municipal mayor of Pamplona Norte de Santander under the ISO 9001 standard of 2015, producing the necessary records that allow measurement and monitoring of the process.