Mayor competitividad en los procesos de reclutamiento y selección, ¿mejor satisfacción usuaria? Evidencia a partir de los servicios públicos del Estado chileno
Date
2023
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Abstract
¿Tiene un efecto en la satisfacción usuaria la concursabilidad como medio de selección de funcionarios y funcionarias que ingresan a la administración pública? Este artículo busca desarrollar esta temática, en el marco de una discusión sobre el impacto del mérito en la gestión del Estado. Las administraciones públicas latinoamericanas están viviendo sucesos de cambio para instalar procesos en sus prácticas de gestión de personas. Al hacer esto, se busca dejar atrás prácticas clientelares o discrecionales e instalar mecanismos de selección que privilegien el mérito para ingresar a alguna repartición pública. Las cifras muestran avances en la materia, aunque aún con mucho espacio de mejora. Este trabajo maneja información de las reparticiones públicas chilenas respecto al uso de la concursabilidad, asociándola con la satisfacción usuaria, la cual está siendo medida en la administración pública de forma sistemática en los últimos años. Los resultados de este estudio confirman una relación positiva entre los niveles de concursabilidad y la satisfacción usuaria, sugiriendo que una selección más meritocrática en los concursos públicos de funcionarios supone una mejor gestión y desempeño en sus organizaciones. Finalmente, se presentan conclusiones referidas al caso chileno sobre la materia, que pueden ser de utilidad para otros sistemas administrativos públicos de América Latina.
Does competitive examination as a means of selecting civil servants entering the public administration affect user satisfaction? This article seeks to develop this issue within the framework of a discussion on the impact of merit in the management of the State. Latin American public administrations are undergoing sustained change to install processes in their people management practices. In doing so, they seek to leave behind clientelistic or discretionary practices and install selection mechanisms that favor merit to access any public office. The figures show progress in this area, although there is still much room for improvement. This paper manages information from the Chilean public agencies regarding the use of competitive bidding, associating it with user satisfaction, which has been systematically measured in the public administration in recent years. The results of this study confirm a positive relationship between the levels of competitive examinations and user satisfaction, suggesting that a more meritocratic selection in public competitions of civil servants implies better management and performance in their organizations. Finally, conclusions referring to the Chilean case are presented, which may be helpful for other public administrative systems in Latin America.
Does competitive examination as a means of selecting civil servants entering the public administration affect user satisfaction? This article seeks to develop this issue within the framework of a discussion on the impact of merit in the management of the State. Latin American public administrations are undergoing sustained change to install processes in their people management practices. In doing so, they seek to leave behind clientelistic or discretionary practices and install selection mechanisms that favor merit to access any public office. The figures show progress in this area, although there is still much room for improvement. This paper manages information from the Chilean public agencies regarding the use of competitive bidding, associating it with user satisfaction, which has been systematically measured in the public administration in recent years. The results of this study confirm a positive relationship between the levels of competitive examinations and user satisfaction, suggesting that a more meritocratic selection in public competitions of civil servants implies better management and performance in their organizations. Finally, conclusions referring to the Chilean case are presented, which may be helpful for other public administrative systems in Latin America.
Description
Keywords
Función Pública, Reclutamiento de Personal, Selección de Personal, Sistema de Méritos, Servicios Públicos, Competitividad, Relaciones con los Usuarios, Civil Service, Personnel Recruitment, Personnel Selection, Merit System, Public Services, Competitiveness, Relations with Costumers