Análisis de los factores que inciden en el bajo uso de los tableros de Power BI en la Empresa Pública de Telecomunicaciones, Agua Potable y Alcantarillado ETAPA EP durante el periodo octubre 2024 noviembre 2025

Abstract

Abstract: This study analyzes the factors influencing the low usage of Power BI dashboards developed at the Municipal Public Utility Company for Telecommunications, Drinking Water, and Sewerage ETAPA EP during the period October 2024 November 2025. A mixed-methods approach was adopted, combining: (i) Microsoft Purview log analysis to measure actual usage, and (ii) a survey administered to 60 users (35 responses, 58.3%) based on five dimensions: Usage/Adoption, Perceived Pertinence, Informed Decisions, Visual Quality, and Training. Results reveal critically low usage (1.02 views/day average), with 58% of dashboards showing no significant use. Three main gaps were identified: insufficient training coverage (54.3%), disconnection from decision-making processes, and technical reliability deficits. The analysis confirms that users adopt tools when they address real operational needs, as demonstrated by the GLPI dashboard launch. A roadmap of interventions is proposed, focusing on training, technical auditing, and mandatory usage protocols.