Mobile system of recording incidents in telecommunications services: eSUPERTEL

In Ecuador, the E-government looks to improve the quality of government services based on the application of technology, so that users are an integral and active part of the state. In order to contribute to that goal, the SUPERTEL (Superintendence of Telecommunications), carries out great and constant efforts to generate and disseminate a culture demanding user rights in telecommunications services. Previously, SUPER-TEL received user service requirements through channels that needed an interim process to enter information into the institution´s databases. This is the reason the “eSUPERTEL mobile system of recording incidents in telecommunications services” (SM RIT) was developed. It provides an online customer service channel. The application provides a more efficient and effective service compared to other channels and contributes greatly to the dissemination of the concept of eParticipation and eDemocracy in the country. Finally, it is important to note that the penetration of the use of this tool has increased dramatically, with many satisfied users.