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

Abstract

The attendance to the public in the Civil Identification Directorate (DIC) of the city of Maputo has raised a lot of controversy among the users in view of the attendance conditions found in the contact with the institution. With the perspective of seeing equity, respect, consideration of users without nepotism, reduction of waiting time in care, a study was carried out at the institution with in order to know the users 'opinion to understand the users' view of the problem and with the same view, to improve the considerations that do not contribute to having a good service. A survey was administered to 350 users, who gave their reflection on 22 nominal variables with content inherent to the improvement of service and another 4 also nominal that characterized the user who gave his opinion. From the survey data, obtained by convenience sampling, the statistical technique of factorial analysis was applied to reduce the data, where 7 new variables were retained that summarize the users' opinion. The set of 7 new variables was used in the logistic regression model, which gives the user the probability of receiving good service or not in view of the conditions found in the search for services. From the results, it is possible to verify which variable the users considered as the one that should deserve more attention as a basis for improvement by the institution and it was also found that for most variables, the user's chance of receiving a good service taking into account one variable and keeping the others constant decreases by more than 30%. (TRADUÇÃO NOSSA)