Identificación del servicio de atención al ciudadano Alcaldía Municipal de Barbosa, Santander.

Abstract

The citizen service is a process implemented in public and private entities, which allows for assertive lines of communication in which the needs or requirements of the population can be met in a timely manner. The present article was developed with the following aspects: description of the process of attention to the citizen in the national framework, taking into account the current regulations, analysis of the tools, mechanisms and strategies currently used in the municipality for the improvement in attention to the citizen, identification of the studies carried out based on the statistical analysis processes that allow the comparison of the information of the municipality of Barbosa compared to other municipalities. As part of the recognition of the communication mechanisms between the municipal administration and the citizens, contact channels that have been implemented are identified, taking as a reference the NTC 6047 of 2013, which evaluates accessibility to the media available for citizens around the public administration, to ensure universal participation and accessibility, without limitation or discrimination. The development of this article serves as a fundamental tool for the strengthening of the processes, tools and procedures around the citizen service, which seek to improve the relationship between public entities and the citizen, providing quality care, which allows improving municipal projects and the interaction of citizens in the development of the municipality from the different points of territorial progress.