Conference Agenda

Latin American governments have invested heavily in digital tools, open data portals and online platforms to renew public administration, yet the region still struggles with fragmented services, low trust and persistent inequalities. This paper examines how technology can realistically contribute to modernizing public administration, moving beyond optimistic e-government narratives to focus on institutional capacity, governance arrangements and citizen experience. Drawing on recent literature and emblematic initiatives such as the Montevideo “Por Mi Barrio” app and regional efforts to integrate administrative records on children, we develop an integrative view of how digital technologies interact with organisational routines, legal frameworks and political incentives. The analysis advances three main arguments. First, technology does not automatically improve transparency or efficiency; instead, it tends to amplify existing strengths and weaknesses in public institutions. Second, the most promising initiatives combine robust data infrastructures, clear governance rules and meaningful citizen engagement rather than isolated ICT projects. Third, the coexistence of cutting-edge experiments and deep territorial and social gaps makes questions of equity and inclusion central to any reform agenda. Based on a simple framework that distinguishes between front-office innovation, back-office integration and system-level data governance, the paper offers practical lessons for policymakers on prioritising interoperability and data quality, investing in human capabilities and aligning digital projects with broader governance reforms.

Digital governance in Latin America has emerged as a strategic response to persistent inequality, institutional fragility and low citizen trust. Over the last decade, governments have invested in open data portals, interoperability platforms, GovTech ecosystems and algorithmic decision systems to modernize public administration and expand access to services, yet these initiatives coexist with major gaps in connectivity, institutional capacity and regulation that limit their transformative potential and can reproduce existing asymmetries. This study examines how digital tools are reshaping governance practices in the region, focusing on transparency, accountability, participation and public value creation, based on an integrative review of academic literature, institutional reports and regional indicators, complemented with secondary data on connectivity and digital government indexes. The findings show that Latin American countries have made significant progress in GovTech maturity and digital government, but this progress is uneven and concentrated in a few frontrunners, while persistent gaps in internet access, broadband penetration and digital skills constrain the effective use of technology by citizens and public servants. The study also highlights emerging experiences of algorithmic decision-making, civic technology and participatory platforms that open opportunities for more collaborative and responsive governance, but raise concerns regarding data protection, bias, opacity and new forms of control. Overall, the study argues that digital tools can support more transparent and efficient governance only when embedded in broader reforms that strengthen regulatory governance, ethics, risk management and institutional accountability, and when guided by context-aware, rights-based and citizen-centered approaches aligned with democratic values and sustainable development.

The digital transformation of Peru’s public sector has shifted from a technical aspiration to a central pillar of state reform. Over the last decade, governments have promoted online platforms, digital identity, interoperable registries and data driven decision making to simplify procedures and bring the administration closer to citizens. The results are significant but uneven. Connectivity has expanded, more residents use the internet and Peru has improved in international rankings of digital government, yet territorial inequalities, fragmented institutions and limited digital skills among public servants restrict the impact of these advances. This study offers an integrative analysis of digital transformation in the Peruvian public sector based on recent empirical research, international assessments and secondary data. It proposes a conceptual framework that links three dimensions: infrastructure and access, service design and use, and governance and trust. Through this lens, the study examines evidence on municipal digitalization, hospital management, local efficiency and public employees’ digital competences, connecting these experiences with wider debates on corporate governance, transparency and citizen confidence in institutions. The analysis argues that technology is necessary but not sufficient. Sustainable digital transformation depends on organizational culture, leadership, human capital and policy frameworks that coordinate central and subnational initiatives. The study concludes that closing territorial and social gaps, strengthening digital skills and consolidating governance arrangements are critical conditions for turning digital tools into tangible improvements in public services and higher levels of trust in the Peruvian state.

Incident handling represents an essential component in telecommunications organizations, as it directly impacts operational continuity and end-customer perception. However, the lack of adequate technological tools can hinder this process, compromising its efficiency. Given this situation, the implementation of the ITIL v4.0 framework is proposed as a viable alternative to improve incident management. This research aims to evaluate the impact of applying ITIL v4.0 on this procedure within a telecommunications company located in Lima, during the year 2025. To this end, a quantitative method was chosen, with a pre-experimental explanatory-level design. A sample of 31 employees was selected using a non-probability convenience sampling technique. The instruments applied to obtain information had a reliability level greater than 0.85. The results revealed substantial improvements in the execution of the incident handling process. Specifically, a 75.66% decrease in average resolution time was observed. Managed tickets increased by 38.26%, and unresolved cases at the end of the period decreased by 86.57%. Regarding internal user opinion, a significant improvement was identified: 58% indicated satisfaction, while 42% expressed complete agreement with the new approach adopted. Statistical analysis, using the Wilcoxon test, confirmed that the changes were statistically significant (p < 0.001). In summary, the data obtained support that the implementation of the ITIL v4.0 framework generated favorable effects on the incident management process, as well as on the user experience within the company evaluated.

This study investigated the dual impact of instant messaging (IM) on productivity and well-being within Costa Rica's technological sector. Using an interpretive phenomenological approach, the research conducted 35 semi-structured interviews with executives, managers, and operational staff, complemented by document analysis and compliance with national data protection rules. Thematic analysis (NVivo, κ = 0.82) indicated that although IM led to a 72% enhancement in decision-making speed and a 65% reduction in email dependency, it also incurred significant cognitive costs: Fifty-five percent said their concentration was broken, and sixty percent of female executives said they were more techno stressed than forty percent of male executives. Every time, the order of things was different. They were told to stop what they were doing 70% more often than their bosses. This goes against the idea that everyone can use the web to make democracy work. They talk about how IM (instant message) helps companies run but makes it tough for men and women to talk to each other. The modern society now know more about the digital workplace in Latin America because this study looks at tech stress in cultures that use language and context a lot. It also helps bosses set rules and "quiet hours" that are fair for both men and women so that workers stay healthy and do their jobs well.

The use of digital wallets has expanded as an efficient solution for payments and transfers; nevertheless, their adoption faces barriers that extend beyond functional and engineering aspects. This study analyzes how consumption values influence adoption intention and the perception of security in the use of digital wallets. The theoretical framework employs conditional, emotional, epistemic, functional, and social values from Sheth’s theory of value. Through experiments, the results show that user values explain adoption intention and the perception of security. The findings highlight the need for technological design and digital innovation to integrate human and contextual dimensions to achieve effective adoption of digital financial ecosystems