A avaliação da qualidade na prestação de serviço no setor público: o caso da Secretaria de Administração da Prefeitura Municipal de Sousa-PB.

Abstract

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.