Administration Model 4.0 and its Impact on the Improvement of Public Services

Abstract

Abstract The present investigation analyzed the relationship between the satisfaction of the users of a public company in charge of the vehicle registration process in the city of Babahoyo, province of Los Ríos, Ecuador, and the implementation of an administration model 4.0 carried out through a system of management information in the area of license plate issuance, given the increase in users of this service and the need to guarantee and improve their satisfaction. For this purpose, some models related to management information systems and the public administration model 4.0 were analyzed. Later, analyzing the results of a survey applied to a sample of service users and officials of the public company, it was possible to diagnose the situation of the company's registration area. The investigation evidenced the existence of unfriendly systems with the information needs of the institution, in addition to a low level of commitment on the part of the staff, which is demonstrated in the reduced or non-existent post-service follow-up, all of which causes user dissatisfaction. It is concluded that it is advisable to design and apply customer relationship management under the 4.0 public administration model that allows an increase in the level of user satisfaction.

Keywords

• crm, quality management, users' service, public management, transportation.