Implementation of a digital citizen platform for the management of municipal procedures in the cantons of the province of Esmeraldas.

Abstract

The digitization of municipal services is a significant challenge for local governments, especially in areas like the cantons of Esmeraldas province, where large socio-technological gaps exist. The objective of this study was to identify the best technological alternative for implementing a digital platform that optimizes the management of municipal procedures, using a hybrid AHP-TOPSIS approach. A multi-criteria research design was applied, considering three key factors: implementation cost, impact on administrative efficiency, and citizen participation. Three technological alternatives were evaluated. The weights of each factor were calculated using the AHP method, based on expert opinions, which allowed for verification of the consistency of the comparisons. The alternatives were then ranked using the TOPSIS technique to determine which one most closely resembled the ideal solution. The results indicated that the most relevant factor was the “impact on administrative efficiency” (weight 0.682), and the best option was the mobile application with automatic notifications (Ci = 0.73), followed by the web platform (Ci = 0.59). In conclusion, the AHP–TOPSIS model proved to be an effective and clear tool for decision-making in municipal digitization processes, and the results offer valuable guidance for planning technological solutions that improve the efficiency and accessibility of public services.