Efficiency of public services in the digital era

Galindo Pasache R.L.; Cano Legua F.E.; Massa Palacios L.A.; Gabriel Hernández O.T. · Revista Venezolana de Gerencia (2024) · DOI: 10.52080/rvgluz.29.108.15

Resumen

In the context of the increasing digitalization of public services, this study focused on assessing users' perception of the efficiency of such services in a metropolitan city. A quantitative research design was used with a structured questionnaire based on a Likert scale, administered to a representative sample of 400 users. The results showed a mostly positive perception of the efficiency of digitized public services, with high ratings for speed and accessibility. However, ease of use, transparency and data security received moderate scores, indicating areas for improvement. The conclusions highlight the need to improve the usability of digital platforms and strengthen transparency and security policies to optimize the user experience. This study underscores the importance of adapting digitalization strategies to the changing needs and expectations of users, promoting a more efficient and citizen-centric public administration.

Instituciones: Universidad Nacional San Luis Gonzaga