Trámites y Servicios de Estratificación en la Alcaldía de Santiago de Cali, una Apuesta de gobierno digital

Abstract

This article is a look at the way the local government of the Mayor's Office of Santiago de Cali, promotes a new model of procedures and online services for the community, within the framework of the Anti-Procedures Law and the Digital Government Strategy Ministry of Information and Communication Technologies - (Decree 1078 of 2015, p 65). In its development, it conceptualizes what socioeconomic stratification is, in order to size the services that were the object of innovation in its form of attention to citizens, this is how it identifies the before and after the procedures offered to the community and the impact generated at the administrative and citizen level with the implementation of the new web services based on the development of initiatives and good practices in the use of Information and Communication Technologies (ICT) tools. In addition, it determines success and failure factors in the appropriation of new administrative models that facilitate citizen participation in the framework of the provision of public services and describes how the administration has taken advantage of human and physical resources, with the purpose of improving processes of procedures and services, as an invaluable public management strategy to recover or strengthen the bonds of trust with citizens. Finally, some results obtained in the execution of the project are analyzed and it is determined if the objectives set within the framework of the generation of public value were achieved, where the central axis is the citizen and the use and appropriation of ICT in a vision of business architecture, as a key feature in the modernization of public administration, in order to contribute to the construction of a more efficient and dynamic city in terms of public services.