Plan de mejoramiento de servicio al usuario en el área de cedulación de la Registraduría especial de Villavicencio

Abstract

Through the plan to improve user service in the area of identification of the Special Registry of Villavicencio; the current behavior was identified by the officials, key activities were established by them to improve user service. The theoretical contribution contributes to offer conceptual elements on the quality of the service and orientation to the user, continuous improvement, general system and keys to maintain a competitive advantage, alternative solutions for complaints and claims of the users. Through the dofa matrix, the strengths and weaknesses of the entity were identified, allowing the formulation of practical and technical strategies. In addition to offering a service to users, generating permanent feedback and aimed at the fulfillment of objectives and goals particularly in terms of complaints and claims in the area of identification.