Analysis of Information and Communication Technologies in the provision of services to citizens in the Municipal GAD of Montúfar County

Abstract

The present research work aims to analyze Information and Communication Technologies (ICT) in the provision of services to citizens in the Autonomous Decentralized Municipal Government of Montúfar County, in order to identify the shortcomings of use of the ICT that exist in GAD, to later propose the creation of a digital platform for the provision of services to citizens based on the conceptualization of Digital Public Administration. The research was framed in a quantitative and qualitative approach that allowed the application of interviews to the GAD servers and surveys of the citizenship in Motúfar county, the methods used such as inductive, deductive and analytical were of great help to obtain and analyze the results acquired with the application of the instruments, with this it was possible to identify that there are shortcomings in the use and management of ICTs, the Municipality currently has a web page to provide information to citizens, but not with a digital platform that allows citizens to consult and pay for services such as the property tax and drinking water. On the other hand, on the part of citizens there is a lack of knowledge regarding ICT and the information that appears on the institutional website and its use, but they actually agree with the implementation of a digital platform for the provision of services, which will allow to provide quality, more efficient and effective services. This research will help the local governments of our country to implement digital platforms that allow citizens to access public services in an agile and timely manner without the need to go in person to the entities to be attended to.