| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.46 MB | Adobe PDF | |||
| 179.83 KB | Adobe PDF | |||
| 328.09 KB | Adobe PDF | |||
| 266.18 KB | Adobe PDF |
Abstract(s)
Se a importância das autarquias já era inequívoca, a crise económica que o país tem atravessado, veio conferir-lhes um papel crescente e cada vez mais determinante ao nível da responsabilidade social. A constatação desta realidade levou à elaboração do presente estudo. Para a sua concretização recorreu-se ao benchmarking, uma ferramenta usada em processos de melhoria da qualidade, que começa agora a emergir na administração local em Portugal. Através deste mecanismo de comparação de boas práticas nos serviços prestados pelos municípios pretende-se fomentar o aparecimento de projetos que visem a melhoria contínua dos serviços públicos. Apresentar-se-á um estudo quantitativo, sobre o benchmarking efetuado aos serviços prestados nas autarquias, para o qual foram definidos os seguintes objetivos: identificar áreas para melhorias, identificar as melhores práticas dos municípios em causa e conhecer alguns fatores que influenciam as atitudes dos autarcas e técnicos para adotar essas práticas. Os dados foram recolhidos através de questionários aplicados aos responsáveis de seis autarquias, cujo conteúdo foi submetido a um processo de análise. Posteriormente as respostas foram comparadas com os resultados do questionário que foi aplicado aos munícipes residentes nos seis municípios envolvidos nesta investigação, de forma a averiguar se existiam diferenças de perceções. Em grande parte das áreas analisadas (apoio social, educação, cultura, ambiente e urbanismo) regista-se uma concordância entre as respostas dos munícipes e as dos autarcas, mas é notória a falta de informação dos munícipes em matérias específicas. A maioria dos municípios oferece um nível adequado de serviços à população. O presente estudo conduziu à apresentação de um ranking dos municípios que se destacam pelas boas práticas implementadas.
The Portuguese economic crisis awarded local governmental organizations with an increasing role and importance at social level. The understanding of this reality has act as the main force motivating us to elaborate the present study, focused on identifying the social responses that local government institutions provide to the citizens. Additionally the study tries to provide a measure to assess the social and citizen orientationof local administration. To accomplishment the last objective we decidedto use benchmarking, a tool usually used in quality improvement processes, which are emerging in the local administration all over Portugal. Through this comparative good practices tool in the public city council services, we intend to provide an increasingly improvement project for the public service. We will present a quantitative study about the influence of benchmarking in the city councils public services having in mind these goals: identify the improvement areas, identify the best city councils’ practices and to recognize some factors that influence the attitudes of political leaders and technical employees to adopt these practices. The data was collected through a survey applied to the mayors of six city councils, and its content was submitted to an analytical process. Afterwards the answers were compared to the results of a survey applied to the population of the six city councils involved in this investigation in order to check if there are different perceptions. Most government authorities offer an adequate level of services to the population. In most of the analyzed areas (social support, education, culture, environment and urbanism), we can verify an agreement between the residents’ answers and the local government authorities, but it is notorious the lack of information by the citizens in specific issues.
The Portuguese economic crisis awarded local governmental organizations with an increasing role and importance at social level. The understanding of this reality has act as the main force motivating us to elaborate the present study, focused on identifying the social responses that local government institutions provide to the citizens. Additionally the study tries to provide a measure to assess the social and citizen orientationof local administration. To accomplishment the last objective we decidedto use benchmarking, a tool usually used in quality improvement processes, which are emerging in the local administration all over Portugal. Through this comparative good practices tool in the public city council services, we intend to provide an increasingly improvement project for the public service. We will present a quantitative study about the influence of benchmarking in the city councils public services having in mind these goals: identify the improvement areas, identify the best city councils’ practices and to recognize some factors that influence the attitudes of political leaders and technical employees to adopt these practices. The data was collected through a survey applied to the mayors of six city councils, and its content was submitted to an analytical process. Afterwards the answers were compared to the results of a survey applied to the population of the six city councils involved in this investigation in order to check if there are different perceptions. Most government authorities offer an adequate level of services to the population. In most of the analyzed areas (social support, education, culture, environment and urbanism), we can verify an agreement between the residents’ answers and the local government authorities, but it is notorious the lack of information by the citizens in specific issues.
Description
Keywords
Autarquias Benchmarking Boas Práticas Setor Público