Fala Salvador: um estudo da experiência da gestão pública municipal no relacionamento com o seu cidadão. /

Abstract

As a result of the administrative reforms that took place in Brazil in the early 1990s, with the result of the new public administration, it was possible to promote important changes in the State. With these changes, the State sought to refocus its focus on the quest for quality and efficiency of public services, citizen participation and control of results. This dissertation aims to analyze the Fala Salvador program as an instrument for good governance of the municipality of Salvador-Ba. It also aims to identify if such a program constitutes a technological management resource to meet the demands of the citizen and for the creation of management indicators. The research has a qualitative character, being of a descriptive nature and the procedure method was the case study, because it is a type of empirical investigation that allows greater contextualization with the phenomenon studied. To obtain the results, a bibliographical and documentary review was carried out and, in support of these, a structured interview with the General Ombudsman of the Municipality, manager of the Fala Salvador program and with the Sectorial Ombudsmen of the five organs most demanded by the population. The functionalities of the system offer a macroprocess vision for city management, besides allowing to feed the established indicators. However, in order to improve municipal actions, it is necessary to strengthen the relationship with the citizen by means of actions that allow him to evaluate the final result of the service provision, in order to assess the perception of the service demand process as value one all. Finally, it is expected that this dissertation will assist in the practice of good governance of public institutions, especially municipal, scientific-academic universe, students and other researchers in understanding the provision of public service and in the engagement and relationship with the citizen, important element of the managerial paradigm of public administration