INSTITUTO POLITÉCNICO NACIONAL

Abstract
Government institutions that provide social security in Mexico have seen the exponential
growth of the insured population in recent years. Population growth has been a critical
factor, generating these organizations being exceeded by the demand for services. As a
result, institutions have concentrated their efforts on providing these services, neglecting
processes which involve support areas such as transport.
This neglect has resulted in administrative and technology delays in these areas and
reinforces the need for new ways of working that enable increase efficiency in services.
This is radically important to prevent that organizations could be positioned at the limit of
efficiency in its execution.
There is a difference between what is expressed in political discourse and the reality lived
every day in institutions, which is inconsistent with the objectives set by the authorities and
unions. This is because a course of action is not clear and based on working methods that
includes the use of information technologies, which today, are basic in achieving the aims
of an organization.
This thesis, based on analysis of many organizational factors and specific investigations,
presents a strategic model to introduce the use of information technologies and
communication (ICT) into everyday processes that perform operational areas of transport
within the ISSSTE (Institute of Security and Social Services for State Workers in spanish).
On the other hand, the approach is an operational model focused on the analysis of each of
the operational processes within the area of transport, proposing new operating structure
that support the needs of the new dynamics of work which is the institute, but especially
that allow better integration of all resources within the workplace for the sustenance of the
strategic model.
Finally, it presents an information model of vehicle allocation process (most critical) under
the operational model proposed for the area, in order to provide accurate data that makes a
difference in decision making by public officials responsible for directing the fate of an
institution as ISSSTE.
This thesis aims to prompt reflection on how to manage resources in a public institution,
and propose a course of action, a new working structure based on ICT's. The challenge is
hard, but certainly, whereas that will lead to further serious approach supported by
methodologies and these are taken into account, it can build quality institutions.
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