Reforma do sector público e melhoria de prestação de serviços públicos no Conselho Municipal da Cidade da Matola: Caso dos Serviços de Planeamento territorial (2019-2021)

Abstract

Currently, the quality of public service provision has been at the center of citizen/user attention. As a result, there is a need to create conditions and adjust institutions to respond to this reality. In this context, reforms are being implemented in the public sector, in the perspective that they result in more simplified, flexible and citizen-oriented public services. This study was carried out with the aim of assessing the impact of the Public Sector Reform on improving the quality of service provision in the Municipal Council of the City of Matola. This is a descriptive exploratory study, with a qualitative approach, the data of which were collected from semi-structured interviews and surveys applied to CMCM employees and some residents of the city of Matola based on simple probabilistic sampling. The analysis of the results of these data led to the conclusion that there are improvements in terms of the quality of public services provided in the CMCM in several domains and indicators. From these indicators, aspects associated with flexibility, employee commitment and simplification of procedures can be highlighted. Nonetheless, the reality does not reflect the satisfaction of citizens, especially with regard to meeting the deadlines of their requests. Consequently, as the biggest challenge of the Public Administration, prevails the lack of satisfaction of the population, that is, the employee serving the citizen better and better.