Impact of Electronic Signatures on the Efficiency of Service Delivery: The Case of the Civil Registry and Identification Service of Chile (2002-2016)

Abstract

The purpose of this research is to analyze the impact of electronic signatures on the efficiency and effectiveness of service delivery at the Civil Registry and Identification Service of Chile during the years 2002-2016. This work is qualitative and quantitative in nature and exploratory in character, using deductive and monographic methods. Data was collected using documentary techniques and semi-structured interviews with leading experts in the field, based on purposive sampling, for subsequent triangulation. Regarding the results obtained, it should be noted that the electronic signature increased the levels of efficiency and effectiveness of this service during the period indicated. In fact, it increased efficiency levels because it significantly reduced document processing times. Similarly, it allowed for paper savings and reduced operating costs since the documents are electronic and there is a trend toward submitting more online, which reduced waiting lines. On the other hand, it increased levels of effectiveness based on the logic that, with its use, the service recorded an improvement in the service provided and the satisfaction of its employees and users, having received the 2006 National Consumer Satisfaction Award and, from 2009 until then, having received good ratings in evaluations of the quality of service provided to users.