Alpha Centauri

Abstract

In order to describe how process management is in the framework of the Modernization of Public Management, the Ombudsman's Office was chosen to carry out a case study. Through interviews applied to experts in the current regulatory model, a series of questions were addressed in order to analyze the specific objectives related to the specialized knowledge that a specialist must gather, to the methodology applied according to Technical Standard No. 001-2018 -SGP / PCM, to the relevant elements for the design of the processes, to the control activities applied for monitoring and evaluation, to the mechanisms applied for improvement and finally, to the means used for the dissemination of the processes. It was concluded that the model is laborious and effective but public entities do not apply it in accordance with current regulations, leaving a gap in management. The management by processes occurs gradually and its application in the state is in a process of knowledge and maturity; and that, with the need to modernize public management, the processes become more relevant to implement new improvement systems that impact the quality of public services