Optimización del modelo de atención presencial a usuarios en la agencia pública de empleo en el Sena regional Norte de Santander buscando impactar positivamente en el acceso al empleo en la ciudad.
With the SENA Public Employment Agency as the study center, which plays a fundamental role in job placement and labor market development in the Norte de Santander region and is crucial for citizens' job placement, the main objective of this research is to evaluate the in-person service model of...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Fundación de Estudios Superiores Comfanorte
2024-05-01
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| Series: | Mundo Fesc |
| Subjects: | |
| Online Access: | https://www.fesc.edu.co/Revistas/OJS/index.php/mundofesc/article/view/1681 |
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| Summary: | With the SENA Public Employment Agency as the study center, which plays a fundamental role in job placement and labor market development in the Norte de Santander region and is crucial for citizens' job placement, the main objective of this research is to evaluate the in-person service model offered by this agency in its regional operations. The objective is to analyze the effectiveness and efficiency of this model, identify areas for improvement, and propose recommendations to optimize service delivery and enhance the user experience in their job search.
The study will focus on analyzing various aspects related to the quality and process optimization of the services offered in person by the SENA Public Employment Agency. The parameters to be considered when analyzing and projecting the proposal are: customer service, process management efficiency, resource availability, and the appropriateness of job offers to the needs of the local labor market, among others.
A mixed methodology will be used, combining qualitative and quantitative techniques. Interviews will be conducted with coordinators and staff members of the Public Employment Agency to gather information on their perceptions of the quality of the services offered. In addition, time spent with Agency staff will be used to gain an internal perspective on the processes and challenges related to service provision. These interviews are essential tools for gathering primary data as input for conducting a sector-specific diagnosis of the process, aimed at providing a solid foundation for formulating improvement proposals.
The results of this study will provide a comprehensive view of the quality of services offered by the SENA Public Employment Agency in Norte de Santander. In addition, potential areas for improvement will be identified, and specific recommendations will be proposed to optimize the agency's operational efficiency and customer satisfaction. This will help achieve satisfaction and improve the quality of service in the aforementioned areas, thereby positively impacting the population that uses this agency. |
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| ISSN: | 2216-0353 2216-0388 |