Balcões de atendimento único: análise crítica, desafios e perspectivas ao seu aprimoramento para uma melhor prestação de serviços: o caso dos balcões de atendimento único da Cidade de Maputo e da Província de Maputo 2001-2008

Abstract

This paper aims to verify whether the implementation of One-Stop Service Desks within the scope of the State reform has been configured as an innovative instrument capable of providing flexibility and speed of administrative procedures, in public services, in relation to the requests that are presented to it by the citizens. This is an exploratory case study that uses as an illustration the experience of the operation of the Single Service Counters (BAUs) in Maputo City and Maputo Province. The results obtained indicate that the BAUs have an added value in public administration on the capacity for organizational change, both instrumental and institutional in the environment in which they are inserted, however it is necessary that certain assumptions be put into practice so that the BATTs achieve efficiency and the effectiveness for which they were advocated.