The lights and shadows of the process of attention of public entities in the framework of the modernization of the state.

Abstract

This article is framed within the framework of research on the customer service process in public entities by analyzing previous works in order to achieve the objective of determining the advantages and disadvantages of the customer service process in public entities within a framework of state modernization. Materials and methods in this sense, the study took the form of a documentary research that reveals the relevance of taking into account the users' satisfaction with the service process in public entities within a framework of modernization. The findings of the documentary review indicate that there is a large amount of research on the process of care in public entities that provide health services, mainly applied by nursing staff, concluding that the different proposals for modernization of the state and its implementation in the processes of care of public entities are still insufficient due to the potential barriers that exist from past years inherited by each management that while they are not leveled or overcome will continue to generate these disadvantages to meet the needs of its users. key words

Attention process, Modernization of the State and Public Entities.