Seguimiento y efectividad de la intervención del taller “Saber ser” en la competencia de orientación del servicio de la DIAN

Abstract

This monograph is developed in order to identify the effectiveness of the intervention in the development of the Saber ser workshop in the DIAN's customer service orientation competition, resuming the workshop designed by Sanabria (2019) to develop the dimension of knowing being in the customer service guidance competition in the DIAN within the framework of the integrated planning and management model - MIPG as well as Resolution 00004 of january 19, 2018 adapted by the DIAN seeking to achieve the labor welfare of these public servants. The aim is to strengthen the self-control of those attending the workshop in the situations presented with the client, achieving a good attitude of service (Readiness and cordiality), as well as developing the necessary human skills among the workshop assistants to transform them into public servants more proactive (External client and internal client). This in order to foster a cultural change from the notion of the modification of behaviors through the generation of different habits, which are achieved through different types of interventions that seek to internalize in individuals new perceptions and attitudes towards a particular dynamic This is why, of this proposed cultural change, the DIAN included the service within its strategic approach as a component that aims to facilitate voluntary compliance with the customs and exchange tax obligations of citizens, which is configured as the external client ; but it is also necessary to indicate that within the entities there is the internal client with whom all public servants have communication both vertically (Directors, sub-directors, managers, coordinators) and horizontal (Public servants in general). The idea of cultural change in the DIAN service environment refers to: (1) Interventions to influence underlying attitudes, values and aspirations and how they manifest themselves in behavior; as well as the (2) Dynamic process by which behavioral patterns become established as part of underlying attitudes and values. For these purposes, a formative research study with a descriptive and explanatory scope was developed based on a qualitative method and mixed design, that is, bibliographic (Literature review) and field (Application of the knowing being workshop). A sample of 47 corresponding public servants was taken into account where the main criterion of inclusion was to have the competency of the customer service orientation in their employment role; they had to accept their participation in the workshop by signing a service agreement. In addition, a semistructured follow-up survey was applied to them and prior to that the participants signed an informed consent. The results indicate that the Saber ser workshop was successful among the public servants of the DIAN who work in customer service, and this experience allowed them to provide them with tools not only for their daily living but also for their social and family life. From the own voice of the participants, the experience lived in the workshop is also part of the educational field in human development and it shows the state of knowledge of a specific topic such as customer service in an entity that by tradition the citizenship has demonized her in such a way, that all people arrive at the DIAN do so pre-emptively, with frustration, fear and / or anger, and ultimately it is the public servant of customer service who faces emotions day after day expressed and downloaded by the citizen.