ICT Services Of A Provincial Municipality In Peru. A Case Study.

This research allows to have a better understanding of how ICT services are applied in the Provincial Municipality of Rodriguez de Mendoza (hereinafter MPRM), specifically from the perspective of workers. In order to analyze, implement and determine the type of virtual or remote attention that is needed to meet the needs of end users, several categories have been examined for their approach such as municipal resources, specifically its technological platform, the indicator of staff training in terms of knowledge and use of digital services, the indicator of initiation to the end user, taking into account the degree of acculturation. A documentary review, in-depth interviews with workers, end users and experts in the field were used in the research. With the data collected and analyzed, it was possible to conclude that, while the MPRM implemented software and hardware to support the use of Tics services in its internal and external processes during the pandemic in the period 2020-2021, a low level of use and satisfaction among the citizens of the province was identified due to the lack of training programs for staff and end-user caused by lack of inductive training programs for staff and end-user. [ABSTRACT FROM AUTHOR]