Propuesta de un sistema tracking para mejorar la percepción de respuesta hacia los clientes en los procesos de trámites vehiculares

Abstract

Currently, the sector providing motor vehicle processing services, carried out by an agent, plays a crucial role as an intermediary between clients and traffic authorities. However, the lack of an efficient tracking system has generated various challenges in communication and process management, where clients frequently express dissatisfaction due to the lack of transparency during the development of their requested procedures, resulting in a negative perception of the service. The management of vehicle-related procedures creates the need to keep clients informed, which negatively impacts the processor's productivity, satisfaction, real-time tracking of procedures, and the overall quality of the service provided. This project aims to propose the design of a tracking system for the vehicle processing procedures carried out by the agent, which will not only significantly improve efficiency, but also enhance communication between the parties involved. Additionally, it will improve the service provided by the authorized processor (Independent Worker) and promote the transition from informality to formality in the service offered.