Sistema de gestión documental en la calidad de atención al usuario; en el departamento de control pesquero de la Subsecretaria de Recursos Pesqueros del cantón Jaramijó, 2024.

Abstract

This case study examines how document management impacts the quality of service to users in the Fisheries Control Department of the Undersecretariat of Fisheries Resources in Jaramijó. The institution currently faces problems due to outdated filing methods, disorganization, lack of staff training, and very limited use of digital tools. These deficiencies have led to delays in service delivery, poor user satisfaction, low productivity, and the loss of important documents. The research was conducted using a qualitative and quantitative approach, using surveys and interviews to collect data, both with the department’s staff and external users. The results show that, while the staff’s treatment is pleasant, there is an urgent need to modernize the document management system, migrating from physical files to digital solutions and providing appropriate ongoing training. Based on the results and their analysis, a strategy is proposed to help improve records management in the Department. The proposal consists of the design and implementation of a digital teaching guide to train staff in good archiving practices and the proper use of technological tools. This will optimize internal processes, reduce user response times, and improve service quality.