Contribuições da avaliação do atendimento para o planejamento estratégico de uma Instituição Federal de Ensino localizada no sertão dos Crateús.

Abstract

The relationship between citizens and the state, among other forms, occurs through the provision of public service performed by the state based on public interests (AMORIM, 2010). In Brazil, public education is a state duty and should, as required by law, be provided at satisfactory quality levels. In order to achieve high quality rates, within federal educational institutions, planning instruments are used to direct the action of public entities towards the achievement of goals previously set. These instruments (Institutional Development Plan and Annual Action Plan), within the scope of the Federal Institute of Ceará – institution whose unit based in Crateús is the object of this study – constitute the strategic planning of IFCE. For this planning to prove to be effective it is necessary that its construction, besides being collective, must possess strategic data that feed in its elaboration and subsidize the actions and the decision-making process of public agents. In light of this, this piece of research seeks to analyze the possible contributions of an assessment of the quality of public service of attendance delivered by the institution in question to its the strategic planning. In order to reach this goal, an Instrument of Analysis of Public Service Delivery (IAPSD) was developed, departing from the rules that govern the provision of public services in Brazil as well as the conceptual basis for quality of service provided by the current literature (KOTLER, 2007; VILHENA, 2002; CARVALHO; MILK, 1997; GHOBADIAN, SPELLER and JONES, 1994; PARASURAMAN, ZEITHAML and BERRY, 1985; 1988). Departing from this tool, an applied nature research was conducted by using a quali-quantitative approach. The results showed that the satisfaction rates of the services delivered did not reach the acceptable quality levels, neither in the perception of the users nor in the perception of the service providers. In addition to this, the IAPSD also presented which situations should be rated as priorities for improving quality indicators, thus providing crucial data for the adequacy of the strategic planning of the Institution, once it is chosen to be used. Thus, the IAPSD, being an instrument that showed a good reliability index, has been accepted to provide important data regarding the institutions' position regarding the quality the public service delivery, and as such can thus be used (with the appropriate adaptations) to public agencies of other spheres, serving as a tool for building up efficient strategic plans aligned with real public interests.