Citas bibligráficas
Arotinco, L., (2021). Efectividad de los procesos alineados a la atención en la Oficina de Normalización Previsional y su repercusión en los asegurados [Universidad Nacional Agraria La Molina]. https://hdl.handle.net/20.500.12996/5044
Arotinco, L., Efectividad de los procesos alineados a la atención en la Oficina de Normalización Previsional y su repercusión en los asegurados []. PE: Universidad Nacional Agraria La Molina; 2021. https://hdl.handle.net/20.500.12996/5044
@misc{renati/245020,
title = "Efectividad de los procesos alineados a la atención en la Oficina de Normalización Previsional y su repercusión en los asegurados",
author = "Arotinco Velásquez, Lidia Mercedes",
publisher = "Universidad Nacional Agraria La Molina",
year = "2021"
}
Efficiency in the care processes of the Oficina de Normalización Previsional is important to provide a quality service, however, due to the background, the insured face insecurity in terms of compliance with current regulations and the delay in the verification of years worked, which are essential to qualify for a pension. The present determined the effectiveness of the processes aligned to the attention in the ONP, during the years 2015 to 2018, in order to identify the impact on the insured through the complaints received during said period. The research design is non-experimental, descriptive, quantitative and longitudinal. The orientation, reception, analysis, accreditation and review processes were described, identifying the critical points that influence the stock of files/requests, the duration of care and the complaints presented by the insured, and the expenses involved were analyzed. In the care processes. The results show that the attention processes have improved by maintaining a low stock of files and reducing the average attention time, managing to attend to more than 90% of the files entered, so the effectiveness of the process has not yet been achieved. Complaints had a decreasing trend since 2013, resulting in fewer legal proceedings, especially lower expenses for the institution and for the insured claimants. The improvements increased contracting and technological support expenses, the latter being the most notable due to the implementation of operating systems. It is concluded that in the study period the attention service has improved, influencing the quality of responses to requests, in less time, aiming to achieve efficiency and consequently, effectiveness.
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