Tecnologias no serviço público: a possibilidade de melhoria na gestão de filas da UFERSA Angicos
This study aims to analyze whether the use of technologies can help queue management in our object of study: the advanced campus of Angicos/RN of the UFERSA autarchy. This research can be divided into three parts. The first one, concerns a documental analysis through bibliographic and documental res...
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| Formato: | bachelorThesis |
| Idioma: | pt_BR |
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Universidade Federal do Rio Grande do Norte
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| Endereço do item: | https://repositorio.ufrn.br/handle/123456789/36715 |
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| Resumo: | This study aims to analyze whether the use of technologies can help queue management in our object of study: the advanced campus of Angicos/RN of the UFERSA autarchy. This research can be divided into three parts. The first one, concerns a documental analysis through bibliographic and documental research on the use of technologies in queue management in the Brazilian public administration; the second, the mapping of processes through a documentary research of campus operations which generate queues; the third and final one aims to carry out a comparative analysis through bibliographic and documentary research to propose strategies with the objective of solving the queues. Again, the results are divided into three: first, virtual appointments, “filômetros” (neologism for queue meter), Google My Business, the Fila Digital app and specific solutions for university restaurants and shuttle buses were identified; secondly, with the processes mapped, it was possible to identify the bottlenecks in the processes of that organization; lastly, queue management strategies are suggested through the simplification of processes, which involves automation, identification of peak moments and virtual pre-services, on the other hand, it also offers the possibility of optimizing the time of wait through citizen training. |
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