Technological Assessment and Digital Transformation Strategies in a Municipal Public Utility
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Abstract
This study aimed to conduct a technological assessment and formulate digital trans-formation strategies to optimize the administrative processes of a municipal public uti-lity providing essential services. A mixed-methods approach was employed, combining direct observation, a semi-structured interview with the head of the information techno-logy department, and a survey administered to a sample of 380 users from a registered population of 31,147. The results revealed limitations in technological infrastructure, outdated computer equipment, partial automation of administrative processes, and de-ficiencies in citizen service mechanisms. Furthermore, needs were identified regarding information system integration, staff training, and the expansion of digital services. Ba-sed on the technological assessment, strategies were formulated to implement request management systems, self-service platforms, mobile applications, virtual assistants, and electronic invoicing. It was concluded that digital transformation represents an op-portunity to strengthen administrative efficiency and improve the quality of public ser-vices. However, its implementation requires technological planning, the development of digital competencies, and continuous evaluation mechanisms.
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