Avaliação do atendimento dos utentes dos serviços públicos da Direcção de Identificação Civil da Cidade de Maputo

Abstract

Public attendance at the Civil Identification Directorate (DIC) in Maputo City has caused much controversy among users due to the service conditions encountered in their contact with the institution. With the perspective of seeing the equity, respect, consideration of users without nepotism, and reduction of waiting time in attendance, a study was made in the institution with the purpose of knowing the opinion of the users to understand their vision of the problem and with the same vision, improve the considerations that do not contribute to have a good attendance. A survey was administered to 350 users, who gave their reflections on 22 nominal variables with inherent content to the improvement of care and 4 other nominal variables that characterized the user who gave their opinion. From the survey data, obtained by convenience sampling, we applied the statistical technique of factorial analysis to reduce the data, where we retained 7 new variables that summarize the users' opinion. The set of the 7 new variables was used in the logistic regression model that gives the probability of the user receiving or not receiving good service according to the conditions encountered when seeking services. From the results, it was possible to verify which variable the users considered as the one that should receive more attention as a basis for improvement by the institution. It was also verified that for most variables, the chance of the user receiving good service considering one variable and keeping the others constant decreases by more than 30%.

(TRADUÇÃO NOSSA)