Usability and quality of digital service platforms for the citizens

Abstract

A digital platform is characterized by creating an adequate exchange of information between institutions and users, to consolidate the creation of value for all participants. The low adaptability of society to technological changes and the scarce knowledge of the use of digital platforms is presented as a problem. The general objective is to analyze the usability of the platforms in the quality of digital services to users of the Municipality of Canton Portoviejo. A methodology with a quantitative approach was used, with a descriptive analytical scope, 384 citizens were surveyed, to whom a survey was applied. The results reflect that, within the Decentralized Autonomous Municipal Government of Canton Portoviejo, a digital transformation is required that is related to the global trend that seeks to improve efficiency, transparency and accessibility, also presenting a strategy to establish improvements on its relevance.