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Thesis

Spanish

ID: <

http://hdl.handle.net/10251/19126

>

Where these data come from
Applying process management and project management to the planning and evaluation of an information system of a public entity

Abstract

[ES] There is a great deal of bureaucracy in public administrations in terms of formalities, applications, complaints, which means a lot of red tape, long queues and excessive waiting times. All this often leads to discontent among the population and reduced efficiency within public entities. This is why public administrations are doing their utmost to reduce the percentage of users who are not aware of the functioning of the Internet and new technologies, so that they can reap the benefits they have, facilitate communication, simplify procedures and make administration more efficient. The proposed action will be to lead the planning and evaluation of an information system consisting of five electronic access points to the municipality’s website with tactile screens, so that citizens can handle complaints, complaints or requests in a simple and direct way. This procedure will be ranked by the Citizens’ Care Department and assigned a status to be assessed, accepted or rejected by the resolution committee. Two steps can be distinguished throughout the TFC: planning and evaluation of the information system. The first step will be planning, where we will apply project management to the TFC, through Microsoft Project, where we will break down each of the activities to be carried out, clustering them in phases and allocating resources in the most optimal way for the administration to work as efficiently as possible. We will schedule each of the activities by linking them to each other, resolving resource conflicts that arise between them so as not to increase the cost of the project. In addition, through the implementation we will produce reports detailing all types of planning data. The second step will be the evaluation of the system, where we will apply process-by-process management to the TFC by drawing up process sheets to visualise the boundaries of the process, as well as its owners, how audits, findings and parts of non-compliance will be carried out. We will also collect data using a survey model that we will carry out in order to subsequently evaluate these data using indicators that allow us to draw conclusions and be able to continuously improve Delegated Archives.

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