Determinants of the implementation of the Virtual Service Desk in Peruvian municipalities
DOI:
https://doi.org/10.51252/race.v5i1.1275Keywords:
e-government, public management, digital transformation, municipal modernization, digital platformAbstract
The research aimed to determine the main factors for the implementation of a Virtual Service Desk in Peruvian municipalities. A binary logistic regression model (Logit) was used with data from the National Registry of Municipalities (RENAMU) for the year 2023. The research methodology employed a quantitative approach, an explanatory level, and a non-experimental, cross-sectional design. The total number of municipal units was 1,891. In Peru, 47.8% of municipalities have a Virtual Service Desk, while 52.2% have not yet implemented one. Significant factors (p-value < 0.05) for the implementation of a Virtual Service Desk were having a website, broadband connection, a Document Processing Office, a digital system, professionals or technicians, a Municipal Development Plan, and capital expenditure execution. With these factors present, the estimated probability of a municipality having a Virtual Service Desk Center is 83.9%. It is concluded that modernization through the implementation of the virtual document processing system requires investment in digital infrastructure and human talent, demonstrating that strategic planning is the key driver to overcome the digital divide and optimize public management.
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