Percepciones de empleados y servidores públicos sobre la atención al cliente que brindan en una institución de la provincia de Imbabura en el año 2024.

Abstract

The present investigative work addresses the intervention of social work to improve customer service in a public institution in Imbabura during the year 2024. The research reveals that the organizational structure has 56 employees distributed between the undersecretary and management. Significant weaknesses were identified since 59% of the staff only has a high school level, training is scarce since it is given at most once a year and there is a lack of adequate technological tools. The interviews with officials were key to obtaining the results. They stated dissatisfaction with remuneration and the need to improve communication with the authorities. Based on the results, intervention strategies are proposed from the perspective of social work, which includes a comprehensive professional development program, establishment of standardized customer service protocols, implementation of monitoring and evaluation systems, improvement of the work environment, technological modernization and a professional recognition program. The research concludes that, despite budgetary limitations, a systematic and planned intervention from the perspective of social work is essential to optimize the quality of service, taking advantage of the accumulated experience of the staff and promoting their continuous professional development.