The determining factors in internal and external communication in a public entity, such as Inficaldas, are presented in order to formalize the communication process in the institute, allowing the types of internal and external communication to be fully developed. The support of this research is found in the literature found, which describes the communication process with a strategic foundation that should be part of the entity's guidelines, but that in practice there is no such link or relationship. After the investigation of the topic with authors from Colombia and other countries, to determine the scope that communication must have in public and private companies, and to obtain the results in the institution object of this study, the Integral Communication Model is developed Strategic that can be implemented not only to Inficaldas but in other institutions where communication is relegated. Objective. Establish the determining factors in internal and external (integral) communication in a public institution: Inficaldas. Methodology. A methodological design is proposed that is consistent with non-experimental and non-exploratory research, with a mixed, cross-sectional, explanatory approach. A survey is applied, through a census, to the internal client, to evaluate the internal communication, and a guide for a focus group to the external client. The results of the survey are obtained by running the chi-square test of independence that allows measuring the relationship between the dichotomous variables, obtained in the answers Yes or No. The results of the guide for the focus group were recorded through the Atlas application. Results. Regarding internal communication, its impact was evaluated through the organizational objective categories and organizational climate. The results showed that in relation to organizational objectives the answers are segmented according to the internal public. In organizational climate, the answers are mostly generalized. And finally about the results of external communication, seen from the internal public, employees think similarly about the management of information and credibility systems, and in relation to the quality of work and content addressed to them, opinion is widespread. The results in external communication are defined by the categories accuracy of information, impact of information and role of Inficaldas.