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http://hdl.handle.net/10609/109427
Title: Sistema de indicadores del Punto General de Acceso de la Sede electrónica del Gobierno de Canarias
Author: Hernández Roig, Carolina
Director: Borge Bravo, Rosa  
Tutor: Jiménez Meroño, Sergio
Keywords: electronic headquarters
indicators
electronic services
quality
user experience
Issue Date: Jan-2020
Publisher: Universitat Oberta de Catalunya (UOC)
Abstract: Digital transformation in public administrations implies the continuous review of the digital services they offer to citizens. This seeks to meet the demands and expectations of digital users, and give a better response to their needs to improve quality and accessibility, and thus, redesign services based on user experience (UX). The consecration of the right of people to interact electronically with public administrations involves a number of obligations, which are exercised mainly through the websites. Canary Islands Government's website, through its General Access Point (PGA), offers electronic services, which are aligned with the rights that current regulations recognize to citizens and all those who are part in an administrative procedure. The purpose of this work is designing a system of indicators that allows measuring the UX, in its navigation through the Website and knowing the 'voice of the user' regarding the electronic services provided in the PGA. We will also propose technological solutions to capture the values of the indicators and to exploit them.
Language: Spanish
URI: http://hdl.handle.net/10609/109427
Appears in Collections:Bachelor thesis, research projects, etc.

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