Qualidade no serviço público: planejamento e simplificação de processos

Abstract

the goal of this paper is to address the issues of the quality in the services offered by the city department of treasury of Santana do Livramento/RS. The issue will focus around this question: what are the factors that hinder the implantation of an excellence model of public management in the city department of treasury of Santana do Livramento/RS? The data gathering, to answer the question-problem, was made by the application of questionnaires to users, public officers and desk research. Through the perception of users and public officers, the answers obtained are: culture of immediacy; exaggeration of unnecessary and inflexible bureaucracy; organizational culture, the stability of the government employees towards self-indulgence and stalling of innovation; lack of indicators to assess and measure quality; physical and technological infrastructure. The evaluation of quality was negative in all studied components. The administration of the city department is in a middle ground between bureaucratic practices and patrimonialism.