Determination of the management model of the risk management department of the GAD Municipal Pasaje

Abstract

The research aims to determine internal processes by applying the ISO 9001:2015 standard in the Risk Management Department of the Pasaje Municipal Government (GAD), in order to improve the effectiveness and efficiency of its operations. The research was conducted using a qualitative approach with a non-experimental design. Data were collected through unstructured interviews and the review of formalized documents, enabling the identification and validation of trends influencing the process.
The results revealed deficiencies in the standardization of procedures, delays in processing requests, and limited document traceability. Critical processes such as receiving requests, preparing technical reports, and issuing authorizations were also identified, presenting significant opportunities for improvement.
In response to these findings, a process management model was designed that includes an optimized process map and strategic performance indicators. These reflect response capacity (TRP = 7.5 days) and (%SA = 72%), along with process quality, which can be interpreted as (%C = 12%). This highlights the need to implement improvement proposals to prevent slowdowns in processes that impact the final outcome of the service and the community's perspective.
The implementation of the model will strengthen the GAD's institutional response capacity, improve the provision of services to citizens, and consolidate a more transparent and efficient public administration aligned with the principles of governance and decentralization established in the Ecuadorian regulatory framework.