Optimización del sistema de información de peticiones, sugerencias, quejas y reclamos en la Alcaldía Local de los Mártires.

Abstract

The main objective of the internship is to implement an improvement plan to optimize the performance of the information system for petitions, suggestions, complaints and complaints in the Local Mayor’s Office of the Martyrs, to carry out it was analyzed the problem of repression in the rights of petition filed, finding that more than 1.300 citizen requests with vigencias from the year 2017, had not been resolved thus non-compliance with the criteria of quality, warmth and opportunity, generating dissatisfaction in the citizens, control entities and reference companies of the District of the Martyrs. Together with the survey of Mayor’s Office officials and the results obtained in the tree technique of the problem, it was identified that the lack of knowledge of the correct traceability of the process on the part of officials was one of the root causes of the problem, a situation that was necessary to intervene through this internship, taking into account that the entity has the obligation to issue a substantive reply to the petitioner in a clear and specific manner as stated in Article 13 of Law 1755 of 2015, which regulates the fundamental right of petition.