EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)

The Quality Management Systems are not restricted to the private sphere, as seen with Viva Citizen, decentralized organ of the government of the State of Maranhão, created in order to streamline the delivery of public services through a system partner. It was decided by that institution for developi...

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Principais autores: Cavalcante, Luciana Lacerda, Brito, Deise Tainara da Silva
Formato: Online
Idioma:por
Publicado em: Max Leandro de Araújo Brito
Endereço do item:https://periodicos.ufrn.br/casoseconsultoria/article/view/21956
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spelling oai:periodicos.ufrn.br:article-219562021-08-31T02:52:06Z EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA) EXCELÊNCIA NA ADMINISTRAÇÃO PÚBLICA: O CASO DO VIVA CIDADÃO EM SÃO LUÍS (MA) Cavalcante, Luciana Lacerda Brito, Deise Tainara da Silva Excelência; Serviços Públicos; Cidadão. Excellence, Public Service; Citizen. The Quality Management Systems are not restricted to the private sphere, as seen with Viva Citizen, decentralized organ of the government of the State of Maranhão, created in order to streamline the delivery of public services through a system partner. It was decided by that institution for developing Quality Policy with a new pattern and style of service, enabling the strengthening of citizenship to facilitate customer access to services-citizens, all this can be demonstrated through a Quality System. This study is a qualitative, descriptive purposes and means a case study through literature searches and structured interview with the Director General of the Institution, with the aim of describing the implementation of the Quality System and show a break with the idea that the civil service is poorly executed. Given this approach, it appears that the trend is that new cases of success in the public sector are part of our reality and the development of customer satisfaction-citizen, through the application of Quality Policies in this sector, with care and the principles that guide this realization. Os Sistemas de Gestão da Qualidade não estão restritos ao âmbito privado, como se constata com o Viva Cidadão, órgão desconcentrado do governo do Estado do Maranhão, criado com o objetivo de agilizar a prestação de serviços públicos, através de um sistema de parceiras. Optou-se por essa instituição, por desenvolver Políticas de Qualidade com um novo padrão e modelo de prestação de serviços, propiciando o fortalecimento do exercício da cidadania, para facilitar o acesso dos clientes-cidadãos aos serviços, demonstrando ser possível tudo isso por meio de um Sistema de Qualidade. Esse trabalho tem natureza qualitativa, fins descritivos e os meios um estudo de caso, através de pesquisas bibliográficas e entrevista estruturada com a Diretora Geral da Instituição, com o objetivo de descrever a implantação do Sistema de Qualidade e mostrar o rompimento com a idéia de que o serviço público é mal executado. Diante dessa abordagem, conclui-se que a tendência é que novos casos de sucesso no setor público façam parte da nossa realidade pela satisfação e desenvolvimento do cliente-cidadão, através das aplicações de Políticas de Qualidade nesse setor, com cuidados e princípios que direcionem a essa realização. Max Leandro de Araújo Brito 2013-10-01 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion application/pdf https://periodicos.ufrn.br/casoseconsultoria/article/view/21956 Revista de Casos e Consultoria; v. 4 n. 4 (2013); e441 2237-7417 por https://periodicos.ufrn.br/casoseconsultoria/article/view/21956/13074
institution Periódicos UFRN
collection Portal de Pediódicos Eletrônicos da UFRN
language por
format Online
author Cavalcante, Luciana Lacerda
Brito, Deise Tainara da Silva
spellingShingle Cavalcante, Luciana Lacerda
Brito, Deise Tainara da Silva
EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
author_facet Cavalcante, Luciana Lacerda
Brito, Deise Tainara da Silva
author_sort Cavalcante, Luciana Lacerda
title EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
title_short EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
title_full EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
title_fullStr EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
title_full_unstemmed EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)
title_sort excellence in public administration: the case of citizens living in san luis (ma)
description The Quality Management Systems are not restricted to the private sphere, as seen with Viva Citizen, decentralized organ of the government of the State of Maranhão, created in order to streamline the delivery of public services through a system partner. It was decided by that institution for developing Quality Policy with a new pattern and style of service, enabling the strengthening of citizenship to facilitate customer access to services-citizens, all this can be demonstrated through a Quality System. This study is a qualitative, descriptive purposes and means a case study through literature searches and structured interview with the Director General of the Institution, with the aim of describing the implementation of the Quality System and show a break with the idea that the civil service is poorly executed. Given this approach, it appears that the trend is that new cases of success in the public sector are part of our reality and the development of customer satisfaction-citizen, through the application of Quality Policies in this sector, with care and the principles that guide this realization.
publisher Max Leandro de Araújo Brito
publishDate 2013
url https://periodicos.ufrn.br/casoseconsultoria/article/view/21956
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