Atención al ciudadano en las comisarías de la Policía Nacional del Perú del distrito de La Victoria 2023 -2024
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Pontificia Universidad Católica del Perú
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Resumen
La presente propuesta innovadora aborda la problemática de la deficiente
atención ciudadana en las sedes policiales de la PNP, centrándose en el distrito de La
Victoria durante el período del año 2023 al 2024. Las investigaciones indican que este
escenario mina la credibilidad en la Institución Policial, provocando reticencia en la
población para denunciar o relacionarse con las comisarías.
La interacción con el público en estas dependencias evidencia múltiples
falencias: esperas prolongadas, trato poco empático y a veces autoritario, burocracia
ineficiente, personal sin formación adecuada en la atención a los usuarios del servicio
policial y escasez de recursos tecnológicos para agilizar gestiones. Estas carencias
generan desconfianza, percibiendo a las comisarías como poco eficaces y opacas, lo
que obstaculiza la colaboración ciudadana y compromete la seguridad.
El análisis del origen del problema revela tres aspectos clave: insuficiente
capacitación policial, que impacta negativamente en la atención al ciudadano; falta de
herramientas tecnológicas modernas que entorpecen la optimización de procesos; y
conductas inapropiadas del personal, caracterizadas por falta de empatía y
desconocimiento de protocolos.
Se plantea la implementación de una plataforma digital "Comisaría en Línea",
concebida para mejorar la interacción ciudadano-comisaría mediante tecnología
avanzada. Este prototipo contempla: un sistema de denuncias online con monitoreo
instantáneo, chat interactivo para consultas, geolocalización de sedes policiales con
notificaciones automáticas, y opciones para agendar citas y realizar sondeos de
satisfacción.
Esta plataforma busca acortar tiempos de espera, elevar la calidad de atención,
incrementar la transparencia y restaurar la confianza en la policía. Se prevé que su
implementación traiga consigo: mayor accesibilidad a servicios policiales desde
cualquier dispositivo conectado, respuestas más ágiles a solicitudes ciudadanas,
incremento en el registro de denuncias y mejora en la imagen pública de la PNP.
El proyecto se considera económicamente factible gracias a diversas fuentes
de financiación, incluyendo partidas presupuestarias específicas, fondos para
seguridad ciudadana, colaboración internacional y alianzas con el sector privado.
Además, cuenta con el respaldo técnico de la Dirección de TIC de la PNP, asegurando
su viabilidad operativa a largo plazo.
This innovative proposal addresses the problem of deficient citizen attention in the police headquarters of the PNP, focusing on the district of La Victoria during 20232024. Research indicates that this scenario undermines the credibility of the police institution, causing reluctance in the population to report or interact with police stations. The interaction with the public in these offices shows multiple shortcomings: long waits, unempathetic and sometimes authoritarian treatment, inefficient bureaucracy, staff without adequate training in customer service and a shortage of technological resources to speed up procedures. These shortcomings generate mistrust, perceiving police stations as ineffective and opaque, which hinders citizen collaboration and compromises security. An examination of the origins of the problem reveals three key aspects: insufficient police training, which has a negative impact on the quality of service; lack of modern technological tools that hinder the optimization of processes; and inappropriate staff behavior, characterized by lack of empathy and lack of knowledge of protocols. The implementation of a digital platform "Online Police Station" is proposed, designed to improve citizen-police interaction through advanced technology. This prototype includes: an online complaints system with instant monitoring, interactive chat for queries, geolocation of police headquarters with automatic notifications, and options to schedule appointments and conduct satisfaction surveys. This platform seeks to shorten waiting times, raise the quality of care, increase transparency and restore trust in the police. Its implementation is expected to bring with it: greater accessibility to police services from any connected device, more agile responses to citizen requests, an increase in the registration of complaints and an improvement in the public image of the PNP. This innovative proposal addresses the problem of deficient citizen attention in the police headquarters of the PNP, focusing on the district of La Victoria during 20232024. Research indicates that this scenario undermines the credibility of the police institution, causing reluctance in the population to report or interact with police stations. The interaction with the public in these offices shows multiple shortcomings: long waits, unempathetic and sometimes authoritarian treatment, inefficient bureaucracy, staff without adequate training in customer service and a shortage of technological resources to speed up procedures. These shortcomings generate mistrust, perceiving police stations as ineffective and opaque, which hinders citizen collaboration and compromises security. An examination of the origins of the problem reveals three key aspects: insufficient police training, which has a negative impact on the quality of service; lack of modern technological tools that hinder the optimization of processes; and inappropriate staff behavior, characterized by lack of empathy and lack of knowledge of protocols. The implementation of a digital platform "Online Police Station" is proposed, designed to improve citizen-police interaction through advanced technology. This prototype includes: an online complaints system with instant monitoring, interactive chat for queries, geolocation of police headquarters with automatic notifications, and options to schedule appointments and conduct satisfaction surveys. This platform seeks to shorten waiting times, raise the quality of care, increase transparency and restore trust in the police. Its implementation is expected to bring with it: greater accessibility to police services from any connected device, more agile responses to citizen requests, an increase in the registration of complaints and an improvement in the public image of the PNP.
This innovative proposal addresses the problem of deficient citizen attention in the police headquarters of the PNP, focusing on the district of La Victoria during 20232024. Research indicates that this scenario undermines the credibility of the police institution, causing reluctance in the population to report or interact with police stations. The interaction with the public in these offices shows multiple shortcomings: long waits, unempathetic and sometimes authoritarian treatment, inefficient bureaucracy, staff without adequate training in customer service and a shortage of technological resources to speed up procedures. These shortcomings generate mistrust, perceiving police stations as ineffective and opaque, which hinders citizen collaboration and compromises security. An examination of the origins of the problem reveals three key aspects: insufficient police training, which has a negative impact on the quality of service; lack of modern technological tools that hinder the optimization of processes; and inappropriate staff behavior, characterized by lack of empathy and lack of knowledge of protocols. The implementation of a digital platform "Online Police Station" is proposed, designed to improve citizen-police interaction through advanced technology. This prototype includes: an online complaints system with instant monitoring, interactive chat for queries, geolocation of police headquarters with automatic notifications, and options to schedule appointments and conduct satisfaction surveys. This platform seeks to shorten waiting times, raise the quality of care, increase transparency and restore trust in the police. Its implementation is expected to bring with it: greater accessibility to police services from any connected device, more agile responses to citizen requests, an increase in the registration of complaints and an improvement in the public image of the PNP. This innovative proposal addresses the problem of deficient citizen attention in the police headquarters of the PNP, focusing on the district of La Victoria during 20232024. Research indicates that this scenario undermines the credibility of the police institution, causing reluctance in the population to report or interact with police stations. The interaction with the public in these offices shows multiple shortcomings: long waits, unempathetic and sometimes authoritarian treatment, inefficient bureaucracy, staff without adequate training in customer service and a shortage of technological resources to speed up procedures. These shortcomings generate mistrust, perceiving police stations as ineffective and opaque, which hinders citizen collaboration and compromises security. An examination of the origins of the problem reveals three key aspects: insufficient police training, which has a negative impact on the quality of service; lack of modern technological tools that hinder the optimization of processes; and inappropriate staff behavior, characterized by lack of empathy and lack of knowledge of protocols. The implementation of a digital platform "Online Police Station" is proposed, designed to improve citizen-police interaction through advanced technology. This prototype includes: an online complaints system with instant monitoring, interactive chat for queries, geolocation of police headquarters with automatic notifications, and options to schedule appointments and conduct satisfaction surveys. This platform seeks to shorten waiting times, raise the quality of care, increase transparency and restore trust in the police. Its implementation is expected to bring with it: greater accessibility to police services from any connected device, more agile responses to citizen requests, an increase in the registration of complaints and an improvement in the public image of the PNP.
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Policía Nacional (Perú), Comisarias--Perú--La Victoria (Lima : Distrito), Servicios públicos--Perú--La Victoria (Lima : Distrito), Servicios de información en línea--Perú--La Victoria (Lima : Distrito)
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