Automatización del proceso de expedición de actos administrativos en la ADRES, mediante el diseño de un aplicativo web enlazado a un Sistema CRM Microsoft Dynamics

Abstract

The issuance of administrative acts in Colombia is a power granted by law to public sector entities, which, in the exercise of their functions, materialize the decisions through these documents to comply with their corporate purpose. This activity has traditionally been carried out with high operational rates, without the use of any information systems that support the issuance of administrative acts, for the case of study, the Colombian state entity ADRES (Administrator of General Social Security in Health System Resources), whose operation has been subject to improvements in technological components to guarantee efficiency and transparency in the management of the country's health sector resources. Thus, in 2018 ADRES began the implementation of the Microsoft Dynamics 365 CRM system initially to support client service processes with requests management and Help Desk processes, system that has high performance adaptability to specific needs, through the development and parameterization of modules to manage each process, developments that have been executed by the contractor "Controles Empresariales", jointly with the ADRES' Directorate of Information Technologies and Communications. The Administrative and Financial Directorate of ADRES proposed to automate the process of issuing administrative acts by creating a web application integrated into the Microsoft Dynamics 365 CRM, adjusted to the needs and process expectations, to have reliable numbering in administrative acts, have traceability of requests, generate reports, create a digital document repository for this documents and obviously, have a robust information system with high security standards. The above has been gradually being implemented since March 2020, with one of the authors of this degree project being the implementation leader.