Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers

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Metropolitan Area’s (RMBA for its Spanish acronym) collective public, offers to it’s users daily provision conditions that result in an unsatisfactory travel experience. Those who use the service not only don’t know which the existing ways are to make possible complaints, but also distrust the abili...

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Autor principal: Hernández, Candela
Formato: Artículo publishedVersion
Lenguaje:Español
Publicado: Facultad de Filosofía y Letras, Universidad de Buenos Aires 2020
Materias:
collective public transport
metropolitan area
users
claims entities
transporte público colectivo
región metropolitana
usuarios
reclamos
entes de control
Acceso en línea:https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9658
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=9658_oai
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Repositorio Digital de la Universidad de Buenos Aires (UBA) de Universidad de Buenos Aires
id I28-R145-9658_oai
record_format dspace
spelling I28-R145-9658_oai2025-11-17 Hernández, Candela 2020-11-30 Metropolitan Area’s (RMBA for its Spanish acronym) collective public, offers to it’s users daily provision conditions that result in an unsatisfactory travel experience. Those who use the service not only don’t know which the existing ways are to make possible complaints, but also distrust the ability to solve their problems. This situation highlights a central dimension involved in the relationship between providers, control entities and users and is linked to the production, circulation and use of the information emerging in the system. This article aims to put into a methodological consideration the existing institutional channels, the representations that have in this regard those who make the complaints and the treatment given to the claims by the corresponding institutions. At present, we hypothesize that the ability of regulatory bodies to produce, process and use the information collected is limited, fragmented and unsystematic. This condition reinforces the disadvantageous positioning of the users due to the weaknesses that the institutional tools have to approach the measurement of the representations of those who make use of the services. La red de transporte público colectivo de pasajeros de la Región Metropolitana de Buenos Aires (RMBA), ofrece cotidianamente a sus usuarios condiciones de prestación que se traducen en una experiencia de viaje poco satisfactoria. Frente a esta situación quienes utilizan el servicio no sólo no saben cuáles son las vías existentes para efectuar posibles quejas sino que, además, desconfían de la capacidad institucional para resolver sus problemas. Esta situación pone de relieve una dimensión central involucrada en la relación entre prestadores, entes de control y usuarios, aquella vinculada a la producción, circulación y uso de la información emergente en el sistema. Este artículo se preocupa por realizar una reflexión metodológica acerca de los reclamos de los usuarios recibidos por los entes de control que involucre la caracterización de los canales institucionales existentes, las representaciones que tienen al respecto quienes efectúan la quejas y el tratamiento dado a los reclamos por las instituciones correspondientes. Hipotetizamos que en la actualidad la capacidad que tienen los entes reguladores para dar tratamiento y utilizar la información relevada es limitada, fragmentada y poco sistemática. Esta condición refuerza el posicionamiento desventajoso de los usuarios por las debilidades que las herramientas institucionales tienen para aproximarse a la medición de las representaciones que hacen quienes hacen uso de los servicios dejándolos en una situación de indefensión. application/pdf https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9658 10.34096/rtt.i23.9658 spa Facultad de Filosofía y Letras, Universidad de Buenos Aires https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9658/8439 Revista Transporte y Territorio; No. 23 (2020): Región Metropolitana de Buenos Aires; 82-107 Revista Transporte y Territorio; Núm. 23 (2020): Región Metropolitana de Buenos Aires; 82-107 1852-7175 collective public transport metropolitan area users claims entities transporte público colectivo región metropolitana usuarios reclamos entes de control Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers La indefensión no es sólo una cuestión de prestación. La producción de datos y el sistema de transporte público metropolitano de pasajeros info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=9658_oai
institution Universidad de Buenos Aires
institution_str I-28
repository_str R-145
collection Repositorio Digital de la Universidad de Buenos Aires (UBA)
language Español
orig_language_str_mv spa
topic collective public transport
metropolitan area
users
claims entities
transporte público colectivo
región metropolitana
usuarios
reclamos
entes de control
spellingShingle collective public transport
metropolitan area
users
claims entities
transporte público colectivo
región metropolitana
usuarios
reclamos
entes de control
Hernández, Candela
Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
topic_facet collective public transport
metropolitan area
users
claims entities
transporte público colectivo
región metropolitana
usuarios
reclamos
entes de control
description Metropolitan Area’s (RMBA for its Spanish acronym) collective public, offers to it’s users daily provision conditions that result in an unsatisfactory travel experience. Those who use the service not only don’t know which the existing ways are to make possible complaints, but also distrust the ability to solve their problems. This situation highlights a central dimension involved in the relationship between providers, control entities and users and is linked to the production, circulation and use of the information emerging in the system. This article aims to put into a methodological consideration the existing institutional channels, the representations that have in this regard those who make the complaints and the treatment given to the claims by the corresponding institutions. At present, we hypothesize that the ability of regulatory bodies to produce, process and use the information collected is limited, fragmented and unsystematic. This condition reinforces the disadvantageous positioning of the users due to the weaknesses that the institutional tools have to approach the measurement of the representations of those who make use of the services.
format Artículo
publishedVersion
author Hernández, Candela
author_facet Hernández, Candela
author_sort Hernández, Candela
title Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
title_short Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
title_full Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
title_fullStr Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
title_full_unstemmed Defenselessness it’s not just a matter of provision of services. Data production and metropolitan public transport network for passengers
title_sort defenselessness it’s not just a matter of provision of services. data production and metropolitan public transport network for passengers
publisher Facultad de Filosofía y Letras, Universidad de Buenos Aires
publishDate 2020
url https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9658
https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=9658_oai
work_keys_str_mv AT hernandezcandela defenselessnessitsnotjustamatterofprovisionofservicesdataproductionandmetropolitanpublictransportnetworkforpassengers
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