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MACROPROCESO DE SEGUIMIENTO, MEDICIÓN, ANÁLISIS Y EVALUACIÓN GESTIÓN SERVICIO DE ATENCIÓN AL CIUDADANO
PROCESO GESTIÓN SERVICIO DE ATENCIÓN AL CIUDADANO
CHARACTERIZATION
PROCESS OWNER
Yenny Paola Gutierrez Meneses
Head of Archives and Correspondence
- Continuously improve process performance through the implementation of institutional best practices and the application of the mechanisms established by the University of Cundinamarca, with the goal of creating a smart university organization with heart and soul.
- Ensure an institutional environmental culture within the framework of its commitment to life-forming education, democratic values, civility, and freedom.
- Consolidate and make visible the University of Cundinamarca as a green university institution, consistent with its responsibility to society and nature, within the framework of the international standard.
- Ensure the understanding, evaluation, and compliance with current environmental legislation and regulations, as well as other requirements voluntarily acquired within the framework of the PIGA (Institutional Environmental Management Plan) of the University of Cundinamarca and the institutional guidelines of the University.
- Inform and educate the community of the University of Cundinamarca and its stakeholders, both at its main campus and its regional branches and extensions, on the guidelines of this Institutional Environmental Policy.
- To promote the comprehensive protection of the physical and mental health of officials and contractors who contribute to the fulfillment of the institutional mission, through the prevention and control of occupational hazards.
- Identify the hazards, evaluate, assess, and intervene in the risks present in the processes developed by the University Community and other stakeholders, establishing the respective controls, with the purpose of avoiding and minimizing incidents, work-related accidents, and occupational illnesses that may arise as a result thereof.
- Manage risks with each process of the institution based on the confidentiality, integrity, and availability criteria of the Information Security Management System – ISMS information, starting from Information Asset Management, associated in Annex A of the ISO 27001 standard, for their treatment and mitigation, according to the prioritization of the criticality of the identified information assets.
- Comply with the legal and regulatory requirements regarding information security and privacy that bind the activities of the Information Security Management System – ISMS.
STAGES
1. PLAN
2. DO
3. VERIFY
4. ACT
OBJECTIVE
GENERAL OBJECTIVE
Process and handle requests, complaints, claims, suggestions, compliments, and reports (PQRSFyD) from citizens and other stakeholders in a timely, diligent, and effective manner in pursuit of continuous improvement to ensure their satisfaction.
SPECIFIC OBJECTIVES
1.Decrease the recurrence of petitions, complaints, claims, and reports during the current term compared to the previous term.
2.Provide a timely response to petitions, complaints, claims, suggestions, and reports (PQRSFD) within a maximum timeframe of 13 business days, guaranteeing processing in strict order of filing during the validity period.
SCOPE
The process begins by receiving the PQRSFyD (Petitions, Complaints, Claims, Suggestions, Inquiries, and Disclosures) sent by citizens via email, written filing, telephone, the Institution's portal application, and Virtual Chat; they are forwarded to the person in charge to be resolved, and it concludes with the management report featuring an analysis with percentages of the areas with the highest incidence of PQRSFyD, thus allowing for the continuous improvement of the process.
PROCESS OPERATION POLICY
The operation of the Citizen Care and Information System complies in its operations with the regulations established at the national level by Law 190 of 1995, Law 1755 of 2015, Decree 2232 of 1995, and internally by Resolution 160 of November 6, 2014, and Resolution 216 of December 21, 2016, thus integrating with the Quality Management System and the standards ISO 9001:2015 and ISO 10002:2004.
Framed within the guidelines and objectives of the presidential management plan, the managers of the Citizen Service Office are constant actors in the direction and coordination of petitions, complaints, claims, suggestions, congratulations, and reports received from users regarding the mission of the University of Cundinamarca, thereby generating effective feedback, thus allowing to acquire a high degree of user satisfaction reflected directly in the measurement of the service offered by the institution.
In pursuit of continuous improvement, this process is supported by the PDCA cycle: Plan, Do, Check, and Act.
| ENTRIES | PROCEDURES | EXITS |
| – Filed requests - Virtual agent – Via email, toll-free hotline 018000180414, online form, written, or verbal submitted by citizens and other stakeholder groups of the University of Cundinamarca |
SACP01 – Customer Service for Requests, Complaints, and Claims |
– Responses to requests made by citizens or stakeholders – Quarterly management report of the citizen care and information system of the University of Cundinamarca |
| – Requests filed via email, toll-free line 018000180414, online form, written, or verbally submitted by citizens and other stakeholder groups of the University of Cundinamarca | SACP02 – Customer Suggestions and Compliments |
– Quarterly report on the opening of suggestion and compliment boxes – Responses to suggestions and congratulations sent by citizens or stakeholders |
The process verifies the fulfillment of the planned goals through:
- Confirm user data and documentary evidence to comply with the legal requirements of the procedure.
- Analysis and classification of the petitions, complaints, claims, suggestions, compliments, and reports submitted to the institution.
- Measurement of Management System indicators.
Advance actions for the continuous improvement of process performance, through:
- Manage the tracking of PQRSFyD persistently and in a timely manner to provide a satisfactory solution.
- Implementation of improvement plans.
- Improvement actions as a result of the implementation of the process and/or measurement of indicators.
- Continuous process improvement through the implementation of improvement plans based on prior study of preventive and corrective actions.
SAC Process Documents
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