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Protocolo de Servicio Ciudadano

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About this activity

Preguntas sobre buenas prácticas de atención.

Created by

Daniela Merlano
Daniela Merlano
Colombia

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Protocolo de Servicio Ciudadano
 

Protocolo de Servicio CiudadanoOnline version

Preguntas sobre buenas prácticas de atención.

by Daniela Merlano
1

Se prioriza la atención a personas con discapacidad o necesidades especiales.

2

Es obligatorio que el usuario pague una tasa en efectivo en cualquier ventanilla, aunque exista pago en línea.

3

El protocolo permite ignorar solicitudes si el área está congestionada, sin justificación.

4

Los funcionarios pueden evaluar la calidad del servicio solo al final del día, sin retroalimentación intermedia.

5

Se debe identificar al usuario y verificar su información antes de iniciar el trámite.

6

El protocolo del servicio ciudadano establece un saludo cordial y una presentación por parte del funcionario.

7

Todo trámite debe registrarse y dejar constancia escrita de la solicitud.

8

No es necesario entregar una nota de diligencias o comprobante de turno al usuario.

9

Los tiempos de atención no deben ser informados al usuario para evitar preocupaciones.

10

Los tiempos de respuesta para trámites deben ser comunicados al usuario y respetados.

 
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