Evaluación expost al proyecto de implementación del sistema informático integral multifinalitario en el Gobierno Autónomo Descentralizado Municipal del Cantón Riobamba.

Abstract

The search that determined on the degree to achievement of the objectives proposed.in the implementation project of the Integrated Multifunctional Computer System in the Municipal Decentralized Autonomous Government of the Riobamba Canton was identified, also revealing the effects of quality and user satisfaction both internally and externally to the institutión, after, automation of the processes, with the new computer system. These results were obtained through the measurement of several indicators and satisfaction categories with the Likert psychometric scale. The expost evaluation methodology was used based on the multidimensional assessment model for computer systems of the researchers DeLone and McLean 2003. The surveys were applied to a population sample of 202 municipal civil servants and 382 employed citizens of the Riobamba City, where reveals as a final result that 63.27% of municipal civil servants are satisfied with the quality of the education system; 65.2% are satisfied with the quality of the information, and 60.75% with the quality of the services; However, it is surprising to note that only 28.92% of taxpaying citizens have a satisfactory perception of the services provided by the institution, concluding that despite improving the quality and satisfaction within the institution, it has not been reflected in the service to the citizen, since factors such as: the quality of care, as well as the response times to the procedures managed within the institution, aren´t those expected by citizens. With these results we recommend the application of international standards such as ISO 9001: 2015 quality management system, to improve optimization of the available resources. And maximum process institutional efficiency, permanently guiding the process quality of the citizens.