Análise do impacto da reforma do sector público na melhoria de serviços de emissão de bilhetes de identidade: um estudo à partir do Bairro 25 de Junho B

Abstract

Organizations, whether public or private, have the power to model and influence the behavior of their employees, through the formal and informal institutions that make up them, such as internal regulations and the organizational culture itself. This research analyzes the Impact of Public Sector Reform on Improving Identity Card Issuance Services: A Study from the 25 De Junho B Neighborhood. As such, in general the research seeks to analyze the impact of public sector reform on improvement of identity card issuance services at the Civil Identification post in Bairro 25 de Junho B. The underlying problem in this research lies in the analysis of the context of Public Sector Reform, which advocates the provision of better services to citizens, this The area benefited from profound reforms as this area of Identity Card issuance service was considered the greatest weakness in Public Administration. And their hypotheses are based on the idea that the public sector reform improved the management of the time for issuing the Identity Card at the Civil Identification Post in Bairro 25 de Junho B, as well as the idea that the public sector reform did not improve in management of the time for issuing the Identity Card at the Civil Identification Post in Bairro 25 de Junho B. To this end, the quantitative methodology was adopted, and the perspective adopted is quality management, which will allow us to understand in depth the our object of study. It is concluded that users evaluated the service positively, however, they were dissatisfied with the interference of agents regarding the organization of waiting lines. For allowing some people to pass on the service in exchange for monetary values. Which, according to those interviewed, is the biggest cause of conflicts in this position.