Impacto de la gestión administrativa en la optimización de los servicios públicos: Una revisión sistemática

Marco Antonio     Nureña-Hidalgo

doi:10.47606/ACVEN/PH0448

Authors

Marco Antonio Nureña-Hidalgo Universidad César Vallejo- Perú https://orcid.org/0000-0002-6608-7837

DOI:

https://doi.org/10.47606/ACVEN/PH0448

Keywords:

Management, public services, efficiency, public management, Systematic review

Abstract

This study systematically reviews scientific evidence on the influence of administrative management on the optimization of public service delivery. A systematic review was conducted in accordance with PRISMA guidelines, identifying 1,411 records published between 2020 and 2024 in Scopus, Web of Science, ScienceDirect, and SciELO. After applying inclusion and exclusion criteria, 22 studies were selected for qualitative synthesis. The findings indicate that deficiencies in managerial competencies, limited digital integration, and weak strategic articulation constrain improvements in public service performance. Conversely, the adoption of results-based management, technological innovation, and process reengineering is consistently associated with enhanced service quality, increased institutional responsiveness, and improved operational efficiency. Overall, the evidence highlights that administrative modernization, supported by digital transformation and strategic planning, plays a decisive role in optimizing public services, strengthening governance capacity, and promoting citizen-centered public administration systems in diverse institutional contexts.

Downloads

Download data is not yet available.

References

Alejandria, C., Fasanando, T., Rojas, J., & Fasanando, S. (2023). Approaches to Organizational Management in the Public Sector. (Spanish) Revista Amazonica de ciencias economicas, 2(1), 1–12. https://doi.org/10.51252/race.v2i1.456 DOI: https://doi.org/10.51252/race.v2i1.456

Alvarez, N., & Delgado, J. (2020). Organizational development in municipal management. (Spanish) Ciencia Latina Revista Multidiciplinar, 4(2). https://www.ciencialatina.org/index.php/cienciala/article/view/133/153

Amaral, C., Mazzei, L., Cunha, F., & Alexandrino, R. (2021). Managerial behavior of sports facilities managers: an approach with public and non-profit organizations in São Paulo. Motriz. Revista de Educacao Fisica, 27(1), 1–10. https://doi.org/10.1590/S1980-657420210020320 DOI: https://doi.org/10.1590/s1980-657420210020320

Arévalo, R. A., & Barbarán, H. P. (2022). Management strategy to improve the administration of public resources in the district municipality of Lagunas, province of Alto Amazonas, 2021. (Spanish) Ciencia Latina Revista Científica Multidisciplinar, 6(1), 1701–1728. https://doi.org/10.37811/CL_RCM.V6I1.1606 DOI: https://doi.org/10.37811/cl_rcm.v6i1.1606

Casales, B., Augustsson, H., Hasson, H., & Ebbevi, D. (2023). Information and support to patients when the waiting time guarantee cannot be fulfilled: a qualitative study. International Journal for Equity in Health, 22(1), 1–14. https://doi.org/10.1186/s12939-023-01935-1 DOI: https://doi.org/10.1186/s12939-023-01935-1

Castelo, S., & Gomes, C. (2024). The role of performance measurement and management systems in changingpublic organizations: An exploratory study. Taylor & Francis Online, 44(5), 399–406. https://doi.org/0.1080/09540962.2023.2204400 DOI: https://doi.org/10.1080/09540962.2023.2204400

Cayotopa, W., & Uriol, S. (2020). Efficiency and quality of municipal public services. (Spanish) Revista de Climatologia, 24(1), 1–8. https://doi.org/10.59427/rcli/2024/v24cs.1089-1096 DOI: https://doi.org/10.59427/rcli/2024/v24cs.1089-1096

Charlirafi, C., M, I., Yahya, A., Nurhafni, N., & Matriadi, F. (2023). Optimization of Public Services. Reseachgate, 3(1), 1–7. https://doi.org/10.29103/ijpas.v3i1.12328

Cordava, J., Garcia, N., Puicon, V., & Merino, M. (2022). Administrative management during Covid-19 in the collaborators of municipalities in Peru. (Spanish) Revista de Ciencias Sociales, 28(3), 294–305. https://doi.org/10.31876/rcs.v28i3.38475 DOI: https://doi.org/10.31876/rcs.v28i3.38475

Dick, C. (2020). Decentralization for improving the provision of public services in developing countries: A critical review. Web of Science, 8(1), 1–12. https://doi.org/10.1080/23322039.2020.1804036 DOI: https://doi.org/10.1080/23322039.2020.1804036

Fahad, A. (2023). The impact of administrative management and information technology on e-government success: The mediating role of knowledge management practices. Taylor & Francis Online, 10(1), 1–19. https://doi.org/10.1080/23311975.2023.2202030 DOI: https://doi.org/10.1080/23311975.2023.2202030

Fernandes, S., Simon, P., & Imelda, H. (2020). Management development of district in the administration of local government in east flores regency, east nusa tenggara province. Journal of urban and Regional Analysis, 12(2), 1–13. https://doi.org/10.37043/JURA.2020.12.2.2 DOI: https://doi.org/10.37043/JURA.2020.12.2.2

Galindo, L. M., Filgueira, F., Blofield, M., & Cruz, C. A. F. (2020). The fiscal cost of the provision of basic public services, subsidies for expenditure on food and basic citizen income per household in Costa Rica, Guatemala and El Salvador during the COVID-19 pandemic: An expenditure analysis. Latin American Economic Review, 29(1), 1-27. https://doi.org/10.47872/laer-2020-29-7s DOI: https://doi.org/10.47872/laer-2020-29-7

Gaviria, R., & Delgado, J. M. (2020). Improvement of public services in the strengthening of municipal management. (Spanish) Ciencia Latina Revista Científica Multidisciplinar, 4(2), 1–15. https://doi.org/10.37811/cl_rcm.v4i2.151 DOI: https://doi.org/10.37811/cl_rcm.v4i2.151

Glauco, P., Ricardo, K., de Mendez, V., Gabriela, I., da Silva, W., & Fingueiredo, R. (2020). A Systematic Review of Indicators for Evaluating the Effectiveness of Digital Public Services. Science Direct, 11, 10. https://doi.org/10.3390/info11100472

Goicochea, D., Manrique, M., Ogosi, J., & Palumbo, G. (2024). New technologies and modernization of public management: future prospects. (Spanish) Revista Venezolana De Gerencia, 29(107), 1366–1381. https://doi.org/10.52080/rvgluz.29.107.25 DOI: https://doi.org/10.52080/rvgluz.29.107.25

Horgan, D., Pesapane, F., Van der, M., Ruggero, M. de, Dube, F., Singh, J., Lugowska, I., Bayle, A., Hofman, P., Malapelle, U., Tanya, H., Capoluongo, E., & Subbiah, V. (2024). From theory to practice: Implementing next-generation sequencing and public health genomics in healthcare systems. Science Direct, 201(1), 1–11. https://doi.org/10.1016/j.critrevonc.2024.104433 DOI: https://doi.org/10.1016/j.critrevonc.2024.104433

Huaman, P., & Medina, C. (2022). Digital Transformation in Public Administration: Challenges for Active Governance in Peru. (Spanish) Scielo, 13(2), 1–13. https://doi.org/10.33595/2226-1478.13.2.594 DOI: https://doi.org/10.33595/2226-1478.13.2.594

Irfan, M., Aiyub, A., Nurhafni, N., Chalirafi, C., & Matriadi, F. (2023). Optimization of Public Services. International Journal of Public Administration Studies, 3(1). https://doi.org/10.29103/ijpas.v3i1.12328 DOI: https://doi.org/10.29103/ijpas.v3i1.12328

Lapuente, V., & Van, S. (2020). The effects of new public management on the quality of public services. Governance an International Journal of Policy, Administration, and Institutions, 33(3), 461–475. https://doi.org/10.1111/GOVE.12502 DOI: https://doi.org/10.1111/gove.12502

Latupeirissa, J., Dewi, N. L., Prayana, K., Srikandi, M., Ramadiansyah, S., & Pramana, I. B. (2024). Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives. MPDI, 16(7), 1–23. https://doi.org/10.3390/su16072818 DOI: https://doi.org/10.3390/su16072818

Li, Q., & Zhang, D. (2024). Self-efficacy-based change in educational administration style and public management model. Sciendo, 9(1), 1–14. https://doi.org/10.2478/amns.2023.2.00355 DOI: https://doi.org/10.2478/amns.2023.2.00355

Linares, J., Nicho, M., Neri, A., Diaz, C., Cadenas, C., & Magdalena, A. (2024). E-government and administrative management at the Provincial Municipality of Huaura. Data and Metadata, 3(1), 1–6. https://doi.org/10.56294/dm2024322 DOI: https://doi.org/10.56294/dm2024322

Lopez, A. (2021). Administration as a key tool. Case Study in Business Management in Tingo María. (Spanish) Gaceta Científica, 7(2), 59–69. https://doi.org/10.46794/gacien.7.2.1102 DOI: https://doi.org/10.46794/gacien.7.2.1102

Machín, M., Sánchez, B., & López, M. (2020). Analysis and projections of the management of public services in the local environment. (Spanish) Economía y Desarrollo, 163(1), 1–19. http://scielo.sld.cu/scielo.php?script=sci_arttext&pid=S0252-85842020000100002

Menezes, V., Pedrosa, G., Da Silva, M., & Figueiredo, R. M. (2022). Evaluation of public services considering the expectations of users—A systematic literature review. Information, 13(4), 1–13. https://doi.org/10.3390/info13040162 DOI: https://doi.org/10.3390/info13040162

Migchelbrink, K., & Van de Walle, S. (2022). A systematic review of the literature on the determinants of public managers' attitudes toward public participation. Taylor & Francis Online, 48(1), 1–22. https://doi.org/10.1080/03003930.2021.1885379 DOI: https://doi.org/10.1080/03003930.2021.1885379

Navarro, K., & Delgado, J. (2020). Organizational Management in the Municipal Budget Execution 2020. (Spanish) Ciencia Latina Revista Multidiciplinar, 4(2), 1053–1071. https://doi.org/10.37811/cl_rcm.v4i2.138 DOI: https://doi.org/10.37811/cl_rcm.v4i2.138

Neira Cruz, R. M., Delgado Fernández, V., Puican Rodríguez, V. H., Vargas Espinoza, J. L., & García Escalante, M. R. (2022). Administrative management in the collection of property tax in the municipality of Condorcanqui, Peru. Revista Internacional de Estudios Interdisciplinarios, 3(4), 108–121. DOI: https://doi.org/10.51798/sijis.v3i4.438

Nieto, J., & Cejas, M. (2024). Optimisation of the public service through administrative, transparent and innovative management in Savings Banks. Study unit: C.A Jackson Nieto. Paján Canton – Manabí. (Spanish) Revista Científica Arbitrada Multidisciplinaria PENTACIENCIAS, 6(2), 1–20. https://doi.org/10.59169/pentaciencias.v6i2.1006 DOI: https://doi.org/10.59169/pentaciencias.v6i2.1006

Oliveira, V., & Gustavo, A. (2024). Risk in public administration: a systematic review focused on a future research agenda. FGV EBAPE, 57(6), 1–19. https://doi.org/10.1590/0034-761220220419x DOI: https://doi.org/10.1590/0034-761220220419x

Ordoñez, M., Blaz, L., Montilla, L., Ruiz, C., Sanchez, K., & Conteras, R. (2023). Management in administrative processes and the institutional image of a Provincial Municipality of Peru. (Spanish) Revista Climatológica, 23(1), 1–28. https://doi.org/10.59427/rcli/2023/v23cs.2145-2172 DOI: https://doi.org/10.59427/rcli/2023/v23cs.2145-2172

Page, M., McKenzie, J., Bossuyt, P., Boutron, I., & Mother, D. (2021). Declaración PRISMA 2020: una guía actualizada para la publicación de revisiones sistemáticas. El Britsih Medical Journal, 74(9), 790–799. https://doi.org/10.1016/j.recesp.2021.06.016 DOI: https://doi.org/10.1016/j.recesp.2021.06.016

Pazos, M., Rios, S., Santaria, L., & Ochoa, F. (2024). Exploring the link between administrative management and service quality in elderly care centers: A correlational case study. International Journal of Advanced and Applied Sciences, 11(4), 161–166. https://doi.org/10.21833/ijaas.2024.04.018 DOI: https://doi.org/10.21833/ijaas.2024.04.018

Pedrosa, G. V., Kosloski, R. A. D., Menezes, V. G. de, Iwama, G. Y., Silva, W. C. M. P. da, & Figueiredo, R. M. da C. (2020). A Systematic Review of Indicators for Evaluating the Effectiveness of Digital Public Services. Information, 11(10). https://doi.org/10.3390/info11100472 DOI: https://doi.org/10.3390/info11100472

Peña, D., Marilu, S., & Lisbeth, S. (2022). Administrative management and its impact on service quality. (Spanish) Recimundo. Revista Científica Mundo de la Investigación y el Conocimiento, 6(1), 120–131. https://doi.org/10.26820/recimundo/6.(suppl1).junio.2022.120-131 DOI: https://doi.org/10.26820/recimundo/6.(suppl1).junio.2022.120-131

Perez, W., Colcha, R., Serrano, J., & Moreno, M. (2022). Administrative Management and Quality of Service in accordance with Legal Regulations. (Spanish) Polo del conocimiento, 7(2), 1077–1088. https://doi.org/10.23857/pc.v7i1.3634

Quispe, E. (2022). Effectiveness of the implementation of electronic and digital government in the institutional management of regional governments. (Spanish) Ciencia Latina Revista Científica Multidisciplinar, 6(5), 2079–2094. https://doi.org/10.37811/CL_RCM.V6I5.3239 DOI: https://doi.org/10.37811/cl_rcm.v6i5.3239

Ramírez, G., Magaña, D., & Ojeda, R. (2022). Productivity, aspects that benefit the organization. Systematic review of scientific production. (Spanish) Trascender, Contabilidad y Gestión, 7(20), 189–208. https://doi.org/10.36791/tcg.v8i20.166 DOI: https://doi.org/10.36791/tcg.v8i20.166

Refugio, M., & Lugo, L. (2024). Improving Efficiency in Public and Service Organizations: An Overview of Applications of Lean Office Methodology. (Spanish) Ingenio y Conciencia Boletín Científico de la Escuela Superior Ciudad Sahagún, 11(21), 39–47. https://doi.org/10.29057/escs.v11i21.11668 DOI: https://doi.org/10.29057/escs.v11i21.11668

Rodrigues, J., Vasquez, L., Andrade, E., Bartra, K., Sanchez, F., & Ruiz, R. (2024). Evaluation of the Efficiency of Public Management in Labor Productivity. (Spanish) REVISTA INVECOM, 4(2), 1–22. https://doi.org/10.5281/zenodo.10574091

Rodriguez, H. (2024). How to Optimize Public Administration?: The Challenge and Transformation of Performance with Responsible Evaluations. (Spanish) Ciencia Latina Revista Multidiciplinar, 8(1), 8068–8068. https://doi.org/10.37811/cl_rcm.v8i1.10128 DOI: https://doi.org/10.37811/cl_rcm.v8i1.10128

Roque, C. (2024). Relevance of business administrative management. (Spanish) Gestión el tecer milenio, 27(53), 405–427. https://doi.org/10.15381/gtm.v27i53.2839 DOI: https://doi.org/10.15381/gtm.v27i53.28392

Sekedoua, J., Rodriguez, F., Grandvaux, E., & Waksberg, A. (2024). Pathway to design a multiparameter application for environmental monitoring to contribute to citizen well-being. Science Direct, 5(1), 1–12. https://doi.org/10.1016/j.nbsj.2024.100117 DOI: https://doi.org/10.1016/j.nbsj.2024.100117

Soledispa, X., Pionce, J., & Sierra, M. (2022). Administrative management, a key factor for the productivity and competitiveness of microenterprises. (Spanish) Revistas cientificas dominio de las ciencias, 8(1), 1–15. https://doi.org/10.23857/dc.v8i1.2571

Torres, G. (2022). Administrative management and quality of service in the staff of the urban development area of the District Municipality of Breña, Lima Peru 2020. (Spanish) Polo del Conocimiento, 7(10), 1077–1088. https://doi.org/10.23857/PC.V7I2.3634

Uquillas, G., Mostacero, S., & Puente, M. (2024). Exploring the Competencies, Phases and Dimensions of Municipal Administrative Management towards Sustainability: A Systematic Review. MDPI Journals, 16(14), 1–35. https://doi.org/10.3390/su16145991 DOI: https://doi.org/10.3390/su16145991

Vasquez, L., Martinez, de los A., & Jimenez, M. (2021). Urban transport management: alternative use based on sustainable education. (Spanish) Scielo, 11(22), 1–26. https://doi.org/10.23913/ride.v11i22.957 DOI: https://doi.org/10.23913/ride.v11i22.957

Villalobos, O., & Linarez, J. (2023). E-Government and Its Effectiveness in Improving Public Services: A Systematic Review. (Spanish) LATAM Revista Latinoamericana De Ciencias Sociales Y Humanidades, 4(1), 1077–1087. https://doi.org/10.56712/latam.v4i1.319 DOI: https://doi.org/10.56712/latam.v4i1.319

Wen, L., & Hsin, C. (2021). Enhancing marine administrative management based on human factor through safety criteria. Journal of Marine Science and Technology (Taiwan), 29(3), 266–276. https://doi.org/10.51400/2709-6998.1432 DOI: https://doi.org/10.51400/2709-6998.1432

Zavaleta, E. (2023). Corruption in Public Administration and its Impact on Political, Economic and Social Development in the Peruvian Context. (Spanish) Comuni@cción: Revista de Investigación en Comunicación y Desarrollo, 14(1), 72–85. https://doi.org/10.33595/2226-1478.14.1.786 DOI: https://doi.org/10.33595/2226-1478.14.1.786