Implementation of a Multiplatform System to Improve the Management of the Help Desk Process in the Constitutional Tribunal of Peru

Ramirez A.G.; Andrade-Arenas L. · International Journal of Engineering Trends and Technology (2023) · DOI: 10.14445/22315381/ijett-v71i11p223

Resumen

The Constitutional Court of Peru faces challenges in the management of helpdesk processes, which affect the efficiency and quality of the service provided to internal users. To solve this problem, it is proposed to implement a multiplatform system that provides a mixed service, i.e., support from a chatbot and intervention from specialized personnel. For the methodology, a survey was carried out specifically targeting the internal staff of the institution. In addition, an expert validation was carried out to present and evaluate the developed prototypes. The results of the survey showed a high level of satisfaction and acceptance: 93% of the experts agreed, 51.10% considered it "easy"and 23.40% "very easy", 63.80% rated it "quite effective"in solving problems and 61.70% noted a "noticeable improvement"in response times, the respondents recommended the continued use and full implementation of the system, 55.30% recommended it "yes, in general"and 34% "yes, definitely". In addition, 93% of the experts were satisfied with and accepted the prototypes. In conclusion, the implementation of this system has the capacity to significantly improve the management of technological problems and internal user service at the Constitutional Court of Peru.

Instituciones: Universidad de Ciencias y Humanidades