Abstract

VELASQUEZ-MEDINA, Martín Isidro. Innovation in government control in the attention of citizen complaints: A Literature Review. Entramado [online]. 2023, vol.19, n.1, pp.233-246.  Epub May 07, 2023. ISSN 1900-3803.  https://doi.org/10.18041/1900-3803/entramado.1.9794.

The article aims to show a concise analysis of innovation's importance, dimensions, and relationships in government control and the management of citizen complaints, present in scientific journals and publications of entities such as OLACEFS and various Comptrollerships, from 2018 to 2022. For this, a non-experimental, descriptive, and cross-sectional investigation was developed; based on a bibliographic review in Redalyc, Scielo, and Scopus, of scientific articles related to the mentioned variables, obtaining 53 publications. Among the main results is the relationship of innovation tools with the variables of government control and citizen complaints, getting 22 themes, the use of ICT being transversal. Finally it was concluded that innovation is a variable related to government control and public management, contemplating the direction of citizen complaints. Although it is true that there is no specific research that relates these variables, there are many publications that use terms such as ICT, innovation, or open government to maintain a correlation; contemplating citizen participation as part of the social control that helps government control.

Keywords : Government control; ICT; innovation; Public Management; complaints; social control.

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