Excellence in public management: study applied in the service sector of the Municipal Company of Urban Development of Porto Velho - EMDUR

Abstract

The subject of this work focuses on the public administration, having the perspective of management with emphasis on the quality of provided services to the citizens as its background. The base model is the management of public administration that has had being applied since the early 90’s. The main goal of this work is the analysis of aspects evolving the Management on Excellency in the quality of the public services offered to the population by EMDUR (Empresa Municipal de Desenvolvimento Urbano de Porto Velho), which has the competence of, in the local sphere, execution of the construction and development works on urban areas, public illumination, the production of derivatives of cement, elaboration and building of social interest dwellings, with the coordination of the Banco Nacional de Habitação. It is a descriptive research, aiming to gauge whether EMDUR implements actions towards the Management of quality in the achievements of its demands. For the data collection, a poll has been made with 100 of possible requests to the services that are provided by EMDUR. With the pool, it was possible to conclude, among other discovers, that 48% of the solicitants rate that the provided services are good, and that 70.30% of solicitants think that the enterprise needs to be more efficient and fast regarding the requested services.