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Revista electrónica ISSN: 1390-938x N 15: Julio-septiembre 2018

Abstract:

The research aimed to conduct a study of the problems that arise in the public service of the Ecuadorian state institutions, the objective was to propose a methodological guideline for monitoring public service users, for which, the following hypothesis was outlined: Use of the instructions for evaluating the effectiveness of public services, is a tool that allows periodically monitor the service provided. The methodology was of descriptive type that will condescend the extraction and manipulation of the detached data of the base obtained from the file of opinion polls, it describes the evaluation of the efficiency of the services with the application of surveys to five components of the public service:(1) tramitology;(2) contact personnel;(3) contact facility (channels);(4) infrastructure and (5) equipment, results that allow to show reports about the index of the discernment of the user; index of perception of improvement and the net promoter index, objectifying the appreciations of public services by users that allow to establish discussions leading to raise research topics such as: continuous improvement, training, coaching, customer service, organizational culture and corporate and aspects related to the service of public companies in Ecuador.