Gestión pública inteligente. Entre la innovación tecnológica y la responsabilidad social
Palabras clave:
gestión pública inteligente, innovación tecnológica, responsabilidad social, servicios digitales, ciudadanía
Resumen
La gestión pública inteligente emerge como un paradigma que busca aprovechar la innovación tecnológica para mejorar la eficiencia y calidad de los servicios públicos. Sin embargo, su verdadero éxito no solo depende de la sofisticación técnica, sino de su capacidad para materializar principios de responsabilidad social, garantizando que la digitalización no profundice las desigualdades ni opaque los procesos decisorios. Este estudio se propuso evaluar la percepción de los ciudadanos sobre el nivel de responsabilidad social percibido en los servicios públicos digitales. Se realizó una investigación cuantitativa, no experimental y transversal, aplicando un cuestionario con escalas Likert a una muestra de 450 usuarios de servicios digitales en el ámbito municipal de Lima, Perú. El instrumento midió tres dimensiones centrales: equidad en el acceso, transparencia en el uso de datos personales y rendición de cuentas sobre los resultados obtenidos. Los hallazgos revelaron una percepción ciudadana moderadamente positiva en cuanto a la equidad de acceso, pero identificaron déficits críticos en las dimensiones de transparencia y rendición de cuentas, donde los usuarios manifiestan desconocimiento sobre el tratamiento de su información y escasa retroalimentación sobre el impacto de los servicios. Se concluye que existe una brecha significativa entre la implementación tecnológica y el cumplimiento de los compromisos sociales, lo que implica la necesidad de que los gobiernos desarrollen marcos de gobernanza que integren, de forma explícita y auditable, la responsabilidad social en el diseño y operación de los servicios digitales.
Citas
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Albrecht, N. (2025). Responsibility attribution, rewards, and sanctions for public service outcomes. Public Policy and Administration. Publicación anticipada en línea. https://doi.org/10.1177/09520767251304521
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Crawford, K., & Schultz, J. (2014). Big data and due process: Toward a framework to redress predictive privacy harms. Boston College Law Review, 55(1), 93–128. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2325784
Dawes, S. S. (1996). Interagency information sharing: Expected benefits, manageable risks. Journal of Policy Analysis and Management, 15(3), 377–394. https://doi.org/10.1002/(sici)1520-6688(199622)15:3<377::aid-pam3>3.0.co;2-f
Diakopoulos, N. (2014). Algorithmic accountability: Journalistic investigation of computational power structures. Digital Journalism, 3(3), 398–415. https://doi.org/10.1080/21670811.2014.976411
Djatmiko, G. H., Sinaga, O., & Pawirosumarto, S. (2025). Digital transformation and social inclusion in public services: A qualitative analysis of e-government adoption for marginalized communities in sustainable governance. Sustainability, 17(7), Artículo 2908. https://doi.org/10.3390/su17072908
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Hong, S., Ji, S., & Kim, T. K. (2024). Evidence from open government data initiatives: Benefits and barriers. Policy & Politics. Publicación anticipada en línea. https://doi.org/10.1111/polp.12607
Huerta, G. A., Torres, C. A., & Lagunes, A. (2021). Diseño y validación de una escala para medir la gestión de la identidad digital. RIDE. Revista Iberoamericana para la Investigación y el Desarrollo Educativo, 11(22), Artículo e069. https://doi.org/10.23913/ride.v11i22.943
Janssen, M., Charalabidis, Y., & Zuiderwijk, A. (2012). Benefits, adoption barriers and myths of open data and open government. Information Systems Management, 29(4), 258–268. https://doi.org/10.1080/10580530.2012.716740
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Lathrop, D., & Ruma, L. (Eds.). (2010). Open government: Collaboration, transparency, and participation in practice. O’Reilly Media.
Lnenicka, M., & Nikiforova, A. (2021). Transparency-by-design: What is the role of open data portals? Telematics and Informatics, 61. https://doi.org/10.1016/j.tele.2021.101605
Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4). https://doi.org/10.1016/j.giq.2021.101597
Marston, S., Li, Z., Bandyopadhyay, S., Zhang, J., & Ghalsasi, A. (2011). Cloud computing—The business perspective. Decision Support Systems, 51(1), 176–189. https://doi.org/10.1016/j.dss.2010.12.006
Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4). https://doi.org/10.1016/j.giq.2019.06.002
Montecinos, E. (2021). Cuarta revolución industrial y la administración pública en América Latina. Revista Venezolana de Gerencia, 26(93), 10–32. https://doi.org/10.52080/rvgluz93.02
Mossberger, K., Tolbert, C. J., & McNeal, R. S. (2008). Digital citizenship: The Internet, society, and participation. MIT Press.
Norris, P. (2001). Digital divide? Civic engagement, information poverty and the Internet worldwide. Cambridge University Press.
Ortiz-de-Mandojana, N., & Bansal, P. (2016). The long-term benefits of organizational resilience through sustainable business practices. Strategic Management Journal, 37(8), 1615–1631. https://doi.org/10.1002/smj.2410
Păceșilă, M., Colesca, S. E., & Ștefănescu, M. S. (2025). Overview on the social responsibility of public sector. Management Research and Practice, 17(2), 26–34.
Pasquale, F. (2015). The black box society: The secret algorithms that control money and information. Harvard University Press.
Peixoto, T., & Fox, J. (2016). When does ICT-enabled citizen voice lead to government responsiveness? IDS Bulletin, 47(1), 1–22. https://doi.org/10.19088/1968-2016.103
Popescu, M. A. M., Barbu, A., Moiceanu, G., Costea-Marcu, I.-C., Militaru, G., & Simion, P. C. (2024). Citizens’ perception of digital public services: A case study among Romanian citizens. Administrative Sciences, 14(10), Artículo 259. https://doi.org/10.3390/admsci14100259
Ray, S., & Raihan, M. M. H. (2024). Dimensions and barriers for digital (in)equity and the digital divide. Information Technology for Development. Publicación anticipada en línea. https://doi.org/10.1080/02681102.2024.2383425
Reyes Cruz, J. L., Garzón Castrillón, M. A., & Tapia, B. (2018). Diseño y validación de una escala tipo Likert para establecer características emprendedoras. Dimensión Empresarial, 16(2), 135–160. http://www.scielo.org.co/scielo.php?script=sci_arttext&pid=S1692-85632018000200135
Ruijer, E., Détienne, F., Baker, M., Groff, J., & Meijer, A. J. (2020). The politics of open government data: Understanding organizational responses to pressure for more transparency. The American Review of Public Administration, 50(3), 260–274. https://doi.org/10.1177/0275074019888065
Salirrosas, L. S., Guerra, A. M., Tuesta, J. A., & Álvarez, R. (2022). Gobierno digital y modernización en entidades públicas peruanas: Revisión sistemática de literatura. Revista Venezolana de Gerencia, 27(100), 1376–1389. https://doi.org/10.52080/rvgluz.27.100.6
Sanders, C. K., & Scanlon, E. (2021). The digital divide is a human rights issue: Advancing social inclusion through social work advocacy. Journal of Human Rights and Social Work, 6(2), 130–143. https://doi.org/10.1007/s41134-020-00147-9
Warschauer, M. (2004). Technology and social inclusion: Rethinking the digital divide. MIT Press.
Aitalieva, N. R., & Morelock, A. L. (2019). Citizens’ perceptions of government policy success: A cross-national study. Journal of Public and Nonprofit Affairs, 5(2), 198–216. https://doi.org/10.20899/jpna.5.2.198-216
Albrecht, N. (2025). Responsibility attribution, rewards, and sanctions for public service outcomes. Public Policy and Administration. Publicación anticipada en línea. https://doi.org/10.1177/09520767251304521
Bertot, J. C., Jaeger, P. T., & Grimes, J. M. (2010). Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools. Government Information Quarterly, 27(3), 264–271. https://doi.org/10.1016/j.giq.2010.03.001
Bryson, J. M., Crosby, B. C., & Bloomberg, L. (2014). Public value governance: Moving beyond traditional public administration and the new public management. Public Administration Review, 74(4), 445–456. https://doi.org/10.1111/puar.12238
Crawford, K., & Schultz, J. (2014). Big data and due process: Toward a framework to redress predictive privacy harms. Boston College Law Review, 55(1), 93–128. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=2325784
Dawes, S. S. (1996). Interagency information sharing: Expected benefits, manageable risks. Journal of Policy Analysis and Management, 15(3), 377–394. https://doi.org/10.1002/(sici)1520-6688(199622)15:3<377::aid-pam3>3.0.co;2-f
Diakopoulos, N. (2014). Algorithmic accountability: Journalistic investigation of computational power structures. Digital Journalism, 3(3), 398–415. https://doi.org/10.1080/21670811.2014.976411
Djatmiko, G. H., Sinaga, O., & Pawirosumarto, S. (2025). Digital transformation and social inclusion in public services: A qualitative analysis of e-government adoption for marginalized communities in sustainable governance. Sustainability, 17(7), Artículo 2908. https://doi.org/10.3390/su17072908
Gil-García, J. R., & Pardo, T. A. (2005). E-government success factors: Mapping practical tools to theoretical foundations. Government Information Quarterly, 22(2), 187–216. https://doi.org/10.1016/j.giq.2005.02.001
Grönlund, Å., & Horan, T. A. (2005). Introducing e-Gov: History, definitions, and issues. Communications of the Association for Information Systems, 15(1), 713–729. https://doi.org/10.17705/1CAIS.01539
Gupta, K., Singh, S., & Bhaskar, P. (2016). Citizen adoption of e-government: A literature review and conceptual framework. Electronic Government, an International Journal, 12(2), 160–185. https://doi.org/10.1504/EG.2016.076134
Heeks, R. (2002). E-government in Africa: Promise and practice (iGovernment Working Paper No. 13). Institute for Development Policy and Management.
Hollimon, L. A., Taylor, K. V., Fiegenbaum, R., Carrasco, M., Garchitorena Gomez, L., Chung, D., & Seixas, A. A. (2025). Redefining and solving the digital divide and exclusion to improve healthcare: Going beyond access to include availability, adequacy, acceptability, and affordability. Frontiers in Digital Health, 7, Artículo 1508686. https://doi.org/10.3389/fdgth.2025.1508686
Hong, S., Ji, S., & Kim, T. K. (2024). Evidence from open government data initiatives: Benefits and barriers. Policy & Politics. Publicación anticipada en línea. https://doi.org/10.1111/polp.12607
Huerta, G. A., Torres, C. A., & Lagunes, A. (2021). Diseño y validación de una escala para medir la gestión de la identidad digital. RIDE. Revista Iberoamericana para la Investigación y el Desarrollo Educativo, 11(22), Artículo e069. https://doi.org/10.23913/ride.v11i22.943
Janssen, M., Charalabidis, Y., & Zuiderwijk, A. (2012). Benefits, adoption barriers and myths of open data and open government. Information Systems Management, 29(4), 258–268. https://doi.org/10.1080/10580530.2012.716740
Kroll, J. A., Huey, J., Barocas, S., Felten, E. W., Reidenberg, J. R., Robinson, D. G., & Yu, H. (2017). Accountable algorithms. University of Pennsylvania Law Review, 165(3), 633–705.
Lathrop, D., & Ruma, L. (Eds.). (2010). Open government: Collaboration, transparency, and participation in practice. O’Reilly Media.
Lnenicka, M., & Nikiforova, A. (2021). Transparency-by-design: What is the role of open data portals? Telematics and Informatics, 61. https://doi.org/10.1016/j.tele.2021.101605
Mansoor, M. (2021). Citizens’ trust in government as a function of good governance and government agency’s provision of quality information on social media during COVID-19. Government Information Quarterly, 38(4). https://doi.org/10.1016/j.giq.2021.101597
Marston, S., Li, Z., Bandyopadhyay, S., Zhang, J., & Ghalsasi, A. (2011). Cloud computing—The business perspective. Decision Support Systems, 51(1), 176–189. https://doi.org/10.1016/j.dss.2010.12.006
Mergel, I., Edelmann, N., & Haug, N. (2019). Defining digital transformation: Results from expert interviews. Government Information Quarterly, 36(4). https://doi.org/10.1016/j.giq.2019.06.002
Montecinos, E. (2021). Cuarta revolución industrial y la administración pública en América Latina. Revista Venezolana de Gerencia, 26(93), 10–32. https://doi.org/10.52080/rvgluz93.02
Mossberger, K., Tolbert, C. J., & McNeal, R. S. (2008). Digital citizenship: The Internet, society, and participation. MIT Press.
Norris, P. (2001). Digital divide? Civic engagement, information poverty and the Internet worldwide. Cambridge University Press.
Ortiz-de-Mandojana, N., & Bansal, P. (2016). The long-term benefits of organizational resilience through sustainable business practices. Strategic Management Journal, 37(8), 1615–1631. https://doi.org/10.1002/smj.2410
Păceșilă, M., Colesca, S. E., & Ștefănescu, M. S. (2025). Overview on the social responsibility of public sector. Management Research and Practice, 17(2), 26–34.
Pasquale, F. (2015). The black box society: The secret algorithms that control money and information. Harvard University Press.
Peixoto, T., & Fox, J. (2016). When does ICT-enabled citizen voice lead to government responsiveness? IDS Bulletin, 47(1), 1–22. https://doi.org/10.19088/1968-2016.103
Popescu, M. A. M., Barbu, A., Moiceanu, G., Costea-Marcu, I.-C., Militaru, G., & Simion, P. C. (2024). Citizens’ perception of digital public services: A case study among Romanian citizens. Administrative Sciences, 14(10), Artículo 259. https://doi.org/10.3390/admsci14100259
Ray, S., & Raihan, M. M. H. (2024). Dimensions and barriers for digital (in)equity and the digital divide. Information Technology for Development. Publicación anticipada en línea. https://doi.org/10.1080/02681102.2024.2383425
Reyes Cruz, J. L., Garzón Castrillón, M. A., & Tapia, B. (2018). Diseño y validación de una escala tipo Likert para establecer características emprendedoras. Dimensión Empresarial, 16(2), 135–160. http://www.scielo.org.co/scielo.php?script=sci_arttext&pid=S1692-85632018000200135
Ruijer, E., Détienne, F., Baker, M., Groff, J., & Meijer, A. J. (2020). The politics of open government data: Understanding organizational responses to pressure for more transparency. The American Review of Public Administration, 50(3), 260–274. https://doi.org/10.1177/0275074019888065
Salirrosas, L. S., Guerra, A. M., Tuesta, J. A., & Álvarez, R. (2022). Gobierno digital y modernización en entidades públicas peruanas: Revisión sistemática de literatura. Revista Venezolana de Gerencia, 27(100), 1376–1389. https://doi.org/10.52080/rvgluz.27.100.6
Sanders, C. K., & Scanlon, E. (2021). The digital divide is a human rights issue: Advancing social inclusion through social work advocacy. Journal of Human Rights and Social Work, 6(2), 130–143. https://doi.org/10.1007/s41134-020-00147-9
Warschauer, M. (2004). Technology and social inclusion: Rethinking the digital divide. MIT Press.
Publicado
2026-07-01
Cómo citar
Valenzuela Muñoz, A., Ruiz Huaraz, C. B., Aragon Rosadio, R. J., & Ramos La Rosa, P. E. (2026). Gestión pública inteligente. Entre la innovación tecnológica y la responsabilidad social. Revista Venezolana De Gerencia, 31(15), e31e1544. Recuperado a partir de http://www.produccioncientifica.luz.edu.ve/index.php/rvg/article/view/45785
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