POTENCIALIDADES DE LA DIGITALIZACIÓN DE LA INFORMACIÓN EN LA MEJORA DE LA ENTREGA DE LOS RESULTADOS DE SERVICIOS AMBIENTALES

Abstract

The new trend in the development of information and communication technologies means a leap in terms of quality improvement, even more so in adverse situations such as those caused by the COVID-19 pandemic. The analysis of risks and the use of opportunities constitute the premises for the present work, which aim was the analysis of the current context and the proposal of improvement solutions for the delivery of services results to the client considering information digitalization. In this way, a documentary review was carried out, specifying the client requests, reports outputs, evaluation of client satisfaction, management reviews results and the risk analyzes carried out in the system. The results indicated the continuous improvement of the system and customer loyalty throughout the study period. However, given the world current conditions, and in particular Cuba, especially for periods of adverse situations, gaps were identified that can be amended by inserting the management of digital signatures in the results reports, supported by cryptographic techniques, in accordance with the provisions of Resolution 23/2022 of the Ministry of Interior. With the introduction of this alternative in the system, full customer satisfaction could be potentiated, not only in terms of the indicator that evaluates the final response with the delivery of the report, but also in contract management