A CONSOLIDAÇÃO DAS POLÍTICAS DE ATENDIMENTO EM UMA UNIVERSIDADE PÚBLICA NA CIDADE DE BARREIRAS, BAHIA

Abstract

This article deals with the quality of public service, focusing on the performance of public servants from the perspective of quality and efficiency of citizen-users. In this sense, the purpose of the study was to analyze the consolidation of service policies in a public university in the city of Barreiras, Bahia, and, in this purpose, the specific objectives were unfolded: to evaluate the level of satisfaction of citizen-users with the service provided in the institution; know the service improvement strategies adopted by the educational institution; verify the implementation of laws and standards of service to citizens in the institution. To support discussions and data analysis, the theoretical foundation was based on the Federal Constitution of Brazil of 1988, Decree No. 1,171/1994, the Code of Professional Ethics for Civil Servants of the Federal Executive Branch, Law No. 8429/1992 - Administrative Improbity, Law No. 8,112/90 - Legal Regime of Civil Public Servants of the Union, Silva (2021), Moscovici (1999) and Bonifácio (2023), to address both the trajectory of public administration and the provision of public services, evaluation, strategies and quality of care. In the methodology, exploratory research was included, within the bibliographic proposal and documentary research using an opinion questionnaire. From this perspective, the survey based on the questionnaire allowed a specific view of care in the public institution. Thus, the results highlighted the importance of communication between citizens/users and administration to improve the service in the institution, subjectivity in the responses of those surveyed, lack of knowledge of the laws that govern the public service and the institution's evaluation instruments, satisfaction of users/citizens with service provided at the institution. When analyzing the data, it is clear how interesting it is to add strategic and evaluation values, as well as the training of public agents. Furthermore, it considers the relevance of this study due to its breadth given the complexity of the topic. It is also believed that Public Administration needs to understand collective issues, finding strategies that legally guarantee citizens' rights.