Las políticas y procedimientos en los procesos de atención ciudadana de la Dirección Distrital 02D01 – Guaranda – educación y el cumplimiento de los objetivos institucionales

Abstract

District Directorate 02D01 guaranty - Education City Guaranty, created by Agreement 020-12 determines the restructuring of the administrative organization of the country, therefore today the country is divided into nine educational areas, in order to promote quality in education. With this new management model provincial directorates of Hispanic and bilingual education is deleted to make way for creating districts. The administrative organization of the district management includes implementation of rulers processes (Address, analysis and (talent, complaints, citizen services, legal advice, support, monitoring and regulating the quality of education, school administration, planning, financial and administrative, technologies information and communication, and professional development), adjectives (infrastructure, human talent, financial, information technologies of communication) and external (shopping and media) each of which performs functions directly related to the institutional numeric. Once certified the process of citizen service, the district is implementing the provisions of ISO 9001-2008 whose main objective is to achieve customer satisfaction through efficient and effective care of your requirements. To develop field research surveys were applied to the servants working in the institution, showing that was not performed an audit of management processes for citizen and it is also necessary to implement assessments to determine compliance with corporate goals. The proposal of this work is to carry out a performance audit of public attention to the area, determining findings in relation to the application that should be improved to meet the indicators of efficiency and effectiveness which in turn culminate with satisfaction users.