Bureaucratic and Cultural Barriers That Impede Optimal Management in Administrative Processes in Public Universities in Peru

Abstract

The administrative processes are defined by the single text of administrative procedures (TUPA), which guarantee the delivery of services to users. Unfortunately, in the public university there are barriers that affect their execution generating considerable delays. The success in the issuance of services is measured by the level of service and proactive management towards the user. However, the interested party is neglected privileging the personal interest in internal management instead of public service. A diagnosis based on data analysis is carried out to determine the factors related to cultural barriers and bureaucratic barriers, based on the behavior of the processes of degrees and titles at the Universidad Nacional Mayor de San Marcos with linear regression and text mining techniques. Problems of administrative and technological management and negative impact on the execution of processes are shown. It is justified to continue the research with a proposed solution in the framework of digital transformation, where the user is the center of the process.