SoporteBalance: an information system for coordinating support requests and operational supervision with a focus on digital government
Abstract
This research presents the design and implementation of SoporteBalance, an information system for the comprehensive management of technical support requests and staff performance evaluation, based on a digital government approach. The system optimizes resource allocation, improves response times, and promotes equity in the distribution of workloads within the Social Welfare Prosecutor’s Office of Mexico City, ensuring efficient, effective, and transparent service delivery. Its development followed a prototyping methodology, incorporating ticket registration, tracking, and closure functions, automatic task assignment based on workload, and performance report generation. Among the results, the reduction in response times, the better use of technological resources, and the strengthening of incident traceability stand out. SoporteBalance has been positioned as a strategic tool for modernizing digital government management, promoting transparency, and improving service quality, as well as being a replicable model for other public entities.
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