Gestión de servicio y satisfacción en el consulado general de Colombia en Londres

Se observa como cada vez más el mundo va evolucionando en el campo organizacional. En donde el servicio se convierte en un factor clave para suplir de conformidad los rigurosos requerimientos que exige el panorama global. Para entidades de gran magnitud e importancia para el gobierno como el Consulado General de Colombia en Londres, es de vital importancia mantener una imagen íntegra para establecerse como un portal de prosperidad y satisfacción para la comunidad. La detección de los factores relevantes de servicio presentes en el consulado y las pautas para el mejoramiento de estos harán del consulado una organización más agradable para la comunidad colombiana residente en el Reino Unido.

¿Cuál es la manera como se realiza la rendición de cuentas en el sector público?. Un estudio realizado al modelo utilizado por la Contaduría General de la Nación

En 1991 la Constitución Política de Colombia incorporó las estrategias necesarias para hacer realidad la Rendición de cuentas como un proceso que contribuye a la gobernabilidad. El presente documento presenta no solo la legislación del gobierno sino también los modelos utilizados por la Contaduría General de la Nación-CGN y otras instituciones en diferentes países: Asociación Internacional de Administración de Ciudades-ICMA, Instituto Federal de Acceso a la Información-IFAI, Organización Internacional de Instituciones Fiscalizadoras Superiores-INTOSAI y la Organización Europea de las Instituciones Regionales de Control Externo del Sector Público-EURORAI. Adicionalmente se presentan conclusiones basadas en evidencia empírica proporcionada por los stakeholders y las recomendaciones necesarias para poner en práctica el concepto de Rendición de cuentas en la CGN y presentarlo ante los ciudadanos y otros stakeholders.

Diagnóstico y estrategia del modelo de servicio y atención al cliente en el consulado general central de Colombia en Madrid

El Consulado General Central de Colombia en Madrid como representación consular acreditada ante el gobierno de España, tiene como funciones principales el promover y defender los intereses de Colombia y de los connacionales residentes en Madrid, brindándoles la asesoría adecuada y requerida para cada una de sus necesidades, proteger los derechos fundamentales de los colombianos en el exterior y ejercer ante las autoridades del país donde se encuentren, las acciones pertinentes, de conformidad con los principios y normas del Derecho Internacional. En el siguiente proyecto se planteará una investigación, la cual pretende analizar y evaluar el modelo de servicio al cliente prestado por el Consulado General Central de Colombia en Madrid. La idea central de esta investigación es conocer la opinión de los connacionales que hacen uso de los servicios consulares y evaluar el cliente interno, en este caso el equipo de trabajo del consulado para medir la percepción que tienen estos sobre el ambiente laboral dentro de la oficina consular, y convertir esa información en una herramienta útil, que ayude a generar posibles estrategias de mejora al modelo de servicio al cliente del Consulado, cuyo principal objetivo según La Cónsul General de Colombia en Madrid es “fortalecer el servicio y la atención a cada uno de los colombianos” (Ministerio de Relaciones Exteriores, Consulado de Colombia en Madrid, 2014). Se plantea una investigación concluyente, que proporciona información y evidencia para dar respuesta al interrogante, planteado ¿qué estrategias deberían implementarse al modelo de servicio al cliente del Consulado?.

La incidencia del nuevo sistema general de regalías en la descentralización fiscal en los departamentos de Cundinamarca y Meta

El proyecto tiene como objetivo principal analizar la incidencia del Nuevo Sistema General de Regalías en el proceso de descentralización fiscal en Colombia iniciado por la Constitución de 1991, tomando como estudio de caso los departamentos de Cundinamarca y Meta. Para esto, se hace un análisis de la legislación a través de la historia, examinando los factores más importantes que inciden tanto en la descentralización fiscal, como en el régimen de las regalías. El Gobierno de Juan Manuel Santos propuso la reforma al sistema de regalías exponiendo cuatro objetivos: ahorro, equidad, competitividad y buen gobierno. Todo esto eliminando las regalías directas y centralizando los recursos por el Gobierno Central, lo que generó una fuerte discusión de los gobernantes de los entes territoriales. Es en este contexto que Cundinamarca como departamento no productor y el Meta como uno de los principales receptores de regalías directas constituyen una fuente de análisis importante.

AS and A level government and politics through diagrams.

Recurso diseñado para la obtención del título de General Certificate of Education Advanced Subsidiary (GCE), en los niveles AS y A2 para las especificaciones AQA, Edexcel y OCR, de 2008. Su contenido se divide cinco secciones: introducción a la política; los ciudadanos, la política y la participación en el Reino Unido; el gobierno de UK; los ciudadanos, la política y la participación en USA; el gobierno de Estados Unidos.

Henry VIII to Mary I : government and religion, 1509-58.

Su contenido se adapta a las especificaciones AS de 2008 para AQA, Edexcel y OCR. Analiza la evolución política y religiosa de este período, se examina la personalidad de Enrique VIII y la ascensión y caída de Wosley, la reforma religiosa, la ruptura con Roma y la disolución de los monasterios. También, evalúa la efectividad del reinado de Enrique y de sus sucesores, Eduardo y María, así como proporciona una visión general de los cambios en la Iglesia y en el Estado en este período. Incluye fechas clave, términos y temas, perfiles biográficos, resúmenes esquemáticos, fuentes literarias y síntesis de los principales debates historiográficos.

Government actions to support coffee producers - an investigation of possible measures from the European Union

We outline possible actions to be adopted by the European Union to ensure a better share of total coffee revenues to producers in developing countries. The way to this translates, ultimately, in producers receiving a fair price for the commodity they supply, i.e., a market price that results from fair market conditions in the whole coffee producing chain. We plead for proposals to take place in the consuming countries, as market conditions in the consuming-countries side of the coffee producing chain are not fair; market failures and ingenious distortions are responsible for the enormous asymmetry of gains in the two sides. The first of three proposals for consumer government supported actions is to help in the creation of domestic trading companies for achieving higher export volumes. These tradings would be associated to roasters that, depending on the final product envisaged, could perform the roasting in the country and export the roasted – and sometimes ground – coffee, breaking the increasing importers-exporters verticalisation. Another measure would be the systematic provision of basic intelligence on the consuming markets. Statistics of the quantities sold according to mode of consumption, by broad “categories of coffee” and point of sale, could be produced for each country. They should be matched to the exports/imports data and complemented by (aggregate) country statistics on the roasting sector. This would extremely help producing countries design their own market and producing strategies. Finally, a fund, backed by a common EU tax on roasted coffee – created within the single market tax harmonisation programme, is suggested. This European Coffee Fund would have two main projects. Together with the ICO, it would launch an advertising campaign on coffee in general, aimed at counterbalancing the increasing “brandification” of coffee. Basic information on the characteristics of the plant and the drink would be passed, and the effort could be extended to the future Eastern European members of the Union, as a further assurance that EU processors would not have a too privileged access to these new markets. A quality label for every coffee sold in the Union could complement this initiative, helping to create a level playing field for products from outside the EU. A second project would consist in a careful diversification effort, to take place in selected producing countries.

Government policy and private investment in Brazil (1955/82)

The questlon of the crowding-out of private !nvestment by public expenditure, public investment in particular , ln the Brazilian economy has been discussed more in ideological terrns than on empirical grounds. The present paper tries to avoid the limitation of previous studies by estlmatlng an equation for private investment whlch makes it possible to evaluate the effect of economic policies on prlvate investment. The private lnvestment equation was deduced modifylng the optimal flexible accelerator medel (OFAM) incorporating some channels through which public expendlture influences privateinvestment. The OFAM consists in adding adjustment costs to the neoclassical theory of investrnent. The investment fuction deduced is quite general and has the following explanatory variables: relative prices (user cost of capitaljimput prices ratios), real interest rates, real product, public expenditures and lagged private stock of capital. The model was estimated for private manufacturing industry data. The procedure adopted in estimating the model was to begin with a model as general as possible and apply restrictions to the model ' s parameters and test their statistical significance. A complete diagnostic testing was also made in order to test the stability of estirnated equations. This procedure avoids ' the shortcomings of estimating a model with a apriori restrictions on its parameters , which may lead to model misspecification. The main findings of the present study were: the increase in public expenditure, at least in the long run, has in general a positive expectation effect on private investment greater than its crowding-out effect on priva te investment owing to the simultaneous rise in interst rates; a change in economlc policy, such as that one of Geisel administration, may have an important effect on private lnvestment; and reI ative prices are relevant in determining the leveI of desired stock of capital and private investrnent.

Macroeconomic volatility and social vulnerability in Brazil: the Cardoso government (1995-2002) and perspectives

Includes bibliography

General outlines of the Organization of a Civil Registration Service in Latin America (English summary)

Organized by the United Nations, through its Statistical Office, the Bureau of Technical Assistance Operations, the Economic Commission for Latin America and the Latin American Demographic Centre, in co-operation with the Government of Peru, the Inter-American Statistical Institute, the Inter-American Children's Institute, the Pan American Health Organization and the Inter-American Civil Registration Association

Executive Reorganization: Building a State Government That Worked for People -- Tom Harrison, Diana Dowling & Sheena Wilson “In the Crucible of Change”

One of the primary accomplishments of Governor Forrest Anderson in 1969-71 was the reorganization of the Executive Branch of Montana government, something that had been attempted six different times between 1919 and 1962 as state government had grown from twenty agencies to almost 200 uncontrolled boards, bureaus and commissions. The chaotic structure of the executive branch disempowered governors of both parties and empowered the private corporations and organizations that were the power structure of Montana. With remarkable political acumen, Governor Anderson figured out how to get that near impossible job done. Central to his efforts was the creation of an Executive Reorganization Commission, including eight legislators and the Governor, the adoption of a Constitutional Amendment that limited the executive branch to no more than twenty departments under the Governor, and the timely completion of a massive research effort to delineate the actual structure of the twenty departments. That story is told in this episode by three major players in the effort, all involved directly with the Executive Reorganization Commission: Tom Harrison, Diana Dowling and Sheena Wilson. Their recollections reflect an insider’s perspective of this significant accomplishment that helped change Montana “In the Crucible of Change.” Tom Harrison is a former Republican State Representative and State Senator from Helena, who was a member of the Executive Reorganization Commission. As Majority Leader in the Montana House of Representatives in 1971, he was the primary sponsor of the House’s executive reorganization bill and helped shepherd the Senate’s version to passage. Harrison was the Republican candidate for Attorney General in 1976 after which he practiced private law for 3 more decades. He served in the Montana Army National Guard for almost 34 years, rising to the rank of Colonel in the position of Judge Advocate General. He was a founding Director of Federal Defenders of Montana (legal representation for indigents accused within the Federal Judicial System); appointed Chairman of the original Montana State Fund (workers' compensation insurance) by Gov. Stephens; served as President of the Montana Trial Lawyers Association, Helena Kiwanis Club and St. Peter's Community Hospital Foundation, as well as Chairman and Director of AAA MountainWest; and was a founder, first Chairman and Director of the Valley Bank of Helena for over 25 years. Diana Dowling was an attorney for the Executive Reorganization Commission and helped draft the legislation that was passed. She also worked for Governor Forrest Anderson and for the 1972 Constitutional Convention where she prepared and directed publication of official explanation of the new Constitution that was mailed to all Montana voters. Diana was Executive Director of the Montana Bar Association and for 20 years held various legal positions with the Montana Legislative Council. For 12 years she was a commissioner on the National Conference of Commissioners on Uniform State Laws and for 7 years was a member of Montana State Board of Bar Examiners. Diana was the first director of the Montana Lottery, an adjunct professor at both Carroll College and the UM Law School, and an administrative officer for Falcon Press Publishing Co. Diana is currently - and intends to continue being - a perpetual college student. Sheena Wilson came fresh out of the University of Montana to become a Research Assistant for the Executive Reorganization Commission. Later she worked for seven years as a field representative in Idaho and Montana for the Mountain Plains Family Education Program, for thirteen years with Congressman Pat Williams as Executive Assistant in Washington and Field Assistant here in Montana, owned and managed a Helena restaurant for seven years, worked as Executive Assistant for State Auditor John Morrison and was Deputy Chief of Staff for Governor Brian Schweitzer his full 8 years in the Governorship. Though currently “retired”, Sheena serves on the Montana Board of Investments, the Public Employees Retirement Board and the Capitol Complex Advisory Council and is a partner in a dry-land wheat farm in Teton County that was homesteaded by her great uncle.

Patient satisfaction in government health facilities in the state of Qatar

This study provides data which can contribute to improving services and delivering quality health care in government health facilities in the state of Qatar. To measure the satisfaction with current care of selected patients who receive care in Hamad General Hospital and the Khalifa Town Health Center in the city of Doha, a cross-sectional survey and a self-administered questionnaire were used.^ Analysis was performed on data from 444 patients on eight dimensions of patient satisfaction with medical care. These include: general satisfaction, availability of services, convenience of services, facilities, humaneness of doctors, quality of care, continuity of care, and aspects of the last visit. Patient satisfaction parameters were compared for males vs. females, for citizens vs. non-citizens, and for patients seen in the hospital vs. those seen in the health center.^ Results indicate that patients seen in the hospital were more satisfied with care than patients seen in the health center, that non-citizens were more satisfied than citizens, and that males were slightly more satisfied than females with medical services. ^

Determinants of government consumption expenditure in developing countries : a panel data analysis

The paper focuses on the recent pattern of government consumption expenditure in developing countries and estimates the determinants which have influenced government expenditure. Using a panel data set for 111 developing countries from 1984 to 2004, this study finds evidence that political and institutional variables as well as governance variables significantly influence government expenditure. Among other results, the paper finds new evidence of Wagner's law which states that peoples' demand for service and willingness to pay is income-elastic hence the expansion of public economy is influenced by the greater economic affluence of a nation (Cameron1978). Corruption is found to be influential in explaining the public expenditure of developing countries. On the contrary, size of the economy and fractionalization are found to have significant negative association with government expenditure. In addition, the study finds evidence that public expenditure significantly shrinks under military dictatorship compared with other form of governance.

1 + 1 = 3? EU-US voting cohesion in the United Nations General Assembly. EU Diplomacy Paper 07/2012, September 2012

This paper investigates the factors that explain the voting cohesion of the United States (US) and the European Union (EU) on foreign policy issues in the United Nations General Assembly (UNGA). It is often argued that the EU and the US are simply too different to cooperate within international organizations and thus to vote the same way, for example, in the UNGA. However, there is still a lack of research on this point and, more importantly, previous studies have not analyzed which factors explain EU-US voting cohesion. In this paper, I try to fill this gap by studying voting cohesion from 1980 until 2011 on issues of both ‘high’ politics (security) and ‘low’ politics (human rights) not only as regards EU-US voting cohesion, but also concerning voting cohesion among EU member states. I test six hypotheses derived from International Relations theories, and I argue that EU-US voting cohesion is best explained by the topic of the issue voted upon, whether an issue is marked as ‘important’ by the US government, and by the type of resolution. On the EU level, the length of Union membership and transaction costs matter most.