Optimización de procesos aplicando metodología bpm y modelamiento con bpmn para el área financiera y servicios de un GAD municipal

Abstract

This work proposes to optimize processes in the financial and public services area of the Pasaje Municipal GAD through the BPM methodology and BPMN modeling. It arises from problems of lengthy procedures, lack of communication and perception of inefficiency, aggravated by poor automation, affecting the quality of service. The project used the BPM methodology, starting with the prioritization of processes, AsIs modeling, analysis of nonconformities, redesign with a ToBe model, using BPMN 2.0 notation. The analysis showed chain procedures without added value, multiple manual validations and the need to unify information in centralized systems. To counteract these deficiencies, notification standards were introduced and the user experience was improved through friendlier interfaces. With this, the aim is not only to streamline citizen service, but also to optimize internal coordination between municipal departments. Subsequently, improved processes were designed aimed at simplifying flows, eliminating unnecessary tasks and integrating systems for automation. A web prototype was also developed to simulate the proposed improvements and demonstrate the reduction in time. The results show a decrease of up to 50% in the duration of activities, greater communication with the user through personalized notifications, and a significant increase in satisfaction when issuing patents and providing burial services. In addition, a better citizen perception was reported in terms of transparency and administrative efficiency. It is concluded that the application of BPM and BPMN is effective in modernizing processes in the public sector, aligning operations with institutional objectives and citizen demands. It is recommended to replicate this methodology in other areas of the GAD and implement a continuous monitoring system with performance indicators. As a final contribution, detailed BPMN models and a functional prototype were generated that could serve as a basis in similar institutions.