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Implementação do programa gespública na centralizadora nacional de fundos sociais da caixa econômica federal : uma política pública de excelência?
| Content Provider | Semantic Scholar |
|---|---|
| Author | Sobral, Carlos Henrique Ribeiro |
| Copyright Year | 2011 |
| Abstract | The main goal of this work is the analysis of employee’s perceptions on the implementation of the GesPublica Program in the Centralizadora Nacional de Fundos Sociais in a bank called Caixa Economica Federal. It is understood that the GesPublica was established to guide the actions of public administrations to promote processes and quality services, focused on excellence in the provision of public services with focus on the interests of citizens. This research was carried out through a qualitative and a quantitative survey in order to assess the perceptions of employees about: the quality programs adopted since 1990 by CAIXA; GesPublica Program and the process of joining the program. Due the purpose above mentioned, this work has used surveys in bibliographic, documentary and business field. It is noteworthy that quantitative research had character census and obtained 100 completed questionnaires. In qualitative research 13 employees were chosen at random. Thus, it appears that 45% of respondents have participated in quality programs implemented by the company. It is observed that 96% of respondents agree that the quality of governance is related to meeting the needs of citizens, as GesPublica premise of the program. As to the objectives of the program, respondents believe the program can contribute to improve the lives of the population (95%), to improve the country's competitiveness in the international market (91%) and promotion of management focus on service excellence public (98%). There is, likewise, that the employees surveyed are aware of the benefits of the program for the activities they develop (82%) and believe that other areas of the company should adopt the program (90%). It was observed that the methodology adopted by the CN Fundos Sociais for the implementation of the program with the ongoing training of those involved and the dissemination of culture and concepts of excellence in public administration allowed the employees to realize how important is the program and how it affects the quality of the services offered to the citizens. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://bdm.unb.br/bitstream/10483/2073/1/2011_CarlosHenriqueRibeiroSobral.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
