Lack of Information and Knowledge Management Systems in the Public Sector: Evaluation and Improvement Proposals

Abstract

The objective of this research was to evaluate the perceived effectiveness and areas for improvement of information and knowledge management systems (IKMS) in the Peruvian public sector, aiming to identify key shortcomings to optimize organizational efficiency. To achieve this, an exploratory mixed methods design was employed, combining semi-structured interviews with surveys administered to 10 employees from eight diverse public institutions, representing different roles and experience levels. The results reveal high adoption, with a 70% daily usage rate, and a positive assessment of the impact of IKMS on efficiency and collaboration. However, critical challenges emerged, including persistent difficulties in accessing dispersed information (reported by 70%) and limitations in system usability. In addition, a considerable demand for formal and continuous training was confirmed (required by 80%), along with a clear interest in integrating advanced technologies such as artificial intelligence (AI) to overcome current limitations. It is concluded that optimizing IKMS requires targeted interventions focused on improving accessibility, strengthening formal training, and strategically exploring AI integration, which are crucial for enhancing organizational effectiveness in this underexplored context.