Competencies of public servants in serving students at the Public University

Abstract

Research at the Natural University of Central Peru reveals that the dissatisfaction of undergraduate students with academic administration and welfare services is largely caused by limited process management and the lack of adequate competencies among public servants, which affects the achievement of the graduate profile. Objective: To identify the necessary competencies of the public servant to improve the attention in the aforementioned services. Methods: An applied research was carried out with a hypothetical-deductive approach and were used structural equation models. Competencies were evaluated through six key variables: informed attention, strategic vision, good communication, guiding principles, processes and decision tools. Through a conceptual model, the theoretical relationships between these competencies and their impact on student satisfactions were explored, using questionnaires and performance evaluations. Results: It was determined that the critical competencies for the employee profile include good communication, principles and decision-guiding tools. In addition, the need to continuously improve service vocation skills and to integrate teamwork skills into the organizational culture was identified. It is also crucial to strengthen knowledge in results-based management. Conclusion: To improve services and student satisfaction, it is essential to reinforce the vocation of service, promote teamwork and improve results-oriented management, aspects that are also applied in other Peruvian public universities.