TORRES, M. M. E.; http://lattes.cnpq.br/1087967161680501; TORRES, Mykaela Miriam Estrela.
Resumen:
With globalization, it has become necessary to public enterprises modify and adjust their
processes and structures to better serve their public servants, providing them the requested
services with greater quality, efficiency, satisfaction and commitment. Loosening of one
overtaken format and seeking new challenges, since we are faced with an increasingly
prepared and demanding society. Thus, quality programs must be introduced into the public
departments policies, so that the provision of services happens in a clear and efficient way
thus reaching the perspectives of public servants. This study examines the perception of
quality of the City Hall servants about the services provided by the Secretariat of
Administration of Sousa City. To reach the proposed, the applied research was of exploratory
character, descriptive and bibliographic, using the Inductive method, composed of a
questionnaire with eleven questions, utilizing as search field public servants of Sousa's City
Hall. Through the data collection, the level of quality in public service has been identified.
Graphics have been used to analyze the results. Where it was detected that the facilities are
not modern, it was also observed that the secretariat public servants present themselves
satisfactorily well dressed and clean, however the time limits, in their majority, are not met.
Yet the secretariat public servants are always ready to attend in a solicitous and polite way,
however themselves do not feel secure with the requests made, it has been also detected that
they do not know the needs of the City Hall servants in general. It was concluded that the
public servants of the Secretariat of Administration of Sousa City need to be better prepared
to provide a higher quality service.