Smart Public Management: Between Technological Innovation and Social Responsibility

Valenzuela Muñoz A.; Ruiz Huaraz C.B.; Aragon Rosadio R.J.; Ramos La Rosa P.E. · Revista Venezolana de Gerencia (2026) · DOI: 10.52080/rvgluz.31.e15.44

Resumen

Smart public management is emerging as a paradigm that seeks to leverage technological innovation to improve the efficiency and quality of public services. However, its true success depends not only on technical sophistication but also on its capacity to materialize principles of social responsibility, ensuring that digitalization does not exacerbate inequalities or obscure decision-making processes. This study aimed to evaluate citizens’ perceptions of the level of social responsibility perceived in digital public services. A quantitative, non-experimental, and cross-sectional study was conducted, applying a questionnaire with Likert scales to a sample of 450 users of digital services in the municipality of Lima, Peru. The instrument measured three core dimensions: equity of access, transparency in the use of personal data, and accountability regarding the results obtained. The findings revealed a moderately positive citizen perception regarding equity of access, but identified critical shortcomings in the dimensions of transparency and accountability, where users expressed a lack of awareness about how their information was handled and received little feedback on the impact of the services. It is concluded that a significant gap exists between technological implementation and the fulfillment of social commitments, implying the need for governments to develop governance frameworks that explicitly and auditably integrate social responsibility into the design and operation of digital services.

Instituciones: Universidad Nacional José Faustino Sánchez Carrión