Implementation of Digital Technologies and Their Impact on Interaction with External Users of the Chone Fire Department, Ecuador

Abstract

This article analyzes the impact of the use of digital channels on the institutional communication of the Fire Department of the canton of Chone, Ecuador. Within the context of the progressive digitalization of the public sector, it is necessary to understand how tools such as the institutional website and social  media  platforms—Facebook  and  Instagram—have  influenced  the  way  citizens  interact with this institution. The objective of the study was to evaluate the effectiveness, accessibility, and citizen perception of these digital channels, based on their usefulness for information dissemination and service to external users. The research adopted a quantitative approach, with a descriptive and cross-sectional design. A structured survey was administered to a representative sample of the user population. The results show a predominantly favorable perception regarding  content clarity and ease of access; however, opportunities for improvement were identified in aspects such as response speed and bidirectional communication. It is concluded that digital  channels have contributed to strengthening  institutional  visibility  and  community  engagement,  although  challenges  related  to digital inclusion and the enhancement of internal capacities still  persist. Based on these findings, concrete actions are proposed to optimize the digital communication strategy of the Fire Department.