PUBLIC MANAGEMENT AND QUALITY OF USER SERVICE IN THE PUBLIC SECTOR IN LATIN AMERICA

Abstract

Introduction: Public Management is aimed at solving problems with an effective decision-making strategy, directed at solving problems with an effective decision-making strategy. Objective: to identify public management and quality of customer service in the public sector in Latin America Methods: A study was carried out with an explanatory documentary design, from the databases PubMed, Springer, ScienceDirect, 37 articles published in the last five years were included. , the MeSH terms ´´Strategies´´, Indicators``, ´´Public Management´´, ´´Quality´´, “Public Sector”, “Factors”, “User”, “Service” were used, criteria of selection based on relevance, validity and focused on the topic. Results: Quality management seeks to ensure that the organization, through the control of its processes, improves its capacity to produce a product or service that satisfies the client's needs by establishing mechanisms that allow improving the quality of the service has become a central need for the development of strategies Conclusion: It was possible to know the theoretical bases and the state of the art of the variables studied, through a rigorous bibliographic review of the main works and approaches developed by authors to provide theoretical support for Transparency policies, their applicability and contribution to the public management model