THE IMPACT OF ELECTRONIC SIGNATURES ON THE EFFICIENCY AND EFFECTIVENESS OF SERVICE DELIVERY: THE CASE OF THE CIVIL REGISTRY AND IDENTIFICATION SERVICE OF CHILE (2002-2006)

Abstract

The purpose of this research is to analyze the impact of electronic signatures on the efficiency and effectiveness of service delivery in the Civil Registry and Identification Service of Chile during the years 2002-2016. This work is qualitative and quantitative in nature, it adopts the exploratory character in which the deductive and monographic method was used. For data collection, the documentary technique and the semistructured interview were applied to the main experts on the subject based on purposive sampling, for a subsequent triangulation of the same. As for the results obtained, it should be noted that the electronic signature increased the levels of efficiency and effectiveness of this service during the aforementioned period. In effect, it increased efficiency levels because it significantly reduced document processing times. Likewise, it enabled paper savings and a reduction in operational costs, since documents are electronic and there is a tendency to deliver more documents online, which reduced waiting lines. On the other hand, it increased the levels of efficiency under the logic that, with its use, the service registered improvement in the service provided and the satisfaction of its employees and users, having received the 2006 National Consumer Satisfaction Award and, since 2009 until then, it has received good ratings in the evaluations on the quality of service provided to users.