Propuesta de un plan de mejora en el proceso de servicio y atención al ciudadano en la alcaldía del municipio de Armenia - Quindío, con base al marco referencial del modelo integrado de planeación y gestión -MIPG.

Abstract

This work shows a proposal for improvement in the process of Service and Attention to the citizen of the Mayor's Office of Armenia, in a transversal way to the Citizen Service Policy, belonging to the Integrated Model of Planning and Management MIPG. For the execution of the work, initially a diagnostic phase was carried out, through the analysis of the FURAG results of the Citizen Service Policy, conducting and applying surveys to public servants and citizens, designing an observation format, applying an interview to the guardian of the entity, and finally the diagnostic analysis, through the design of SWOT and CAME matrices. Then, the improvement plan is formulated, where the improvement actions that can counteract the shortcomings found in the process of Citizen Service and Attention, all aimed at complying with the requirements of the Administrative Department of the Public Function DAFP. Finally, the administrative improvement actions were validated and implemented: the creation of the Citizen Service Policy, the updating of the Service Portfolio of the mission processes and the updating of the Charter of Dignified Treatment. In addition, the guide for the characterization of value groups of the Mayor's Office of Armenia, Quindío was validated and left as a proposal.