Rodolfo Cayllahua Conde
This article addresses the importance of innovation and the implementation of an effective management model in government public administration, with a focus on improving the quality of public services. It recognizes that public management plays a fundamental role in efficiently and effectively delivering services to citizens, and that the quality of service is intrinsically linked to users’ perception and satisfaction. The study focuses on the education sector, specifically on the Local Educational Management Unit (UGEL), where a deficient level of service has been observed, reflected in numerous complaints and negative feedback from users. These indicators suggest that the institution is not efficiently managing its resources and operations, questioning the viability of its management practices and the achievement of its annual goals. Consequently, there is an urgent need to develop a management plan that improves the quality of service and strengthens the effectiveness of UGEL, with the purpose of meeting the needs of the thousands of users who depend on its services and fulfilling the established goals.
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