Continuous improvement strategy through quality management, social responsibility and digital transformation. The case of the Dirección General de Rentas, Province of Corrientes

Abstract

Through the ISO 9001 certification obtained by the “Dirección General de Rentas”, administration of Corrientes Province contributes to a growing global trend towards the incorporation of quality management tools in the public sphere. This paper analyzes this experience, under a conceptual framework focused on the convergence of two trajectories, the genealogy of the ISO 9000 series in the field of technical standardization, and the openness of public decision-makers towards the adoption of quality instruments promoted from currents of thought in the disciplinary field of organizational management. From this perspective, the functionality that quality models acquire in the light of the postulates of public sector reform oriented towards citizenship is highlighted. Thus contextualized under principles, trends and institutional agendas of standardization and certification, the core of the work delves into the analytical task referred to the specific case treated, that is, the confluence between Quality, Social Responsibility and Digital Transformation, as integrated forces for the promotion of continuous improvement in the provincial revenue agency. Finally, the case is interpreted as a true reference for the dissemination of quality concepts within the public sector, seeking to expand the scope of a vision of government administration, based on citizen experience.