An Assessment of Satisfaction and Quality Perception with a Public Intervention at a underprivileged community under the Programa de Aceleração do Crescimento (PAC)

• Autor(a) principal: Silva, Guido Vaz
• Data de Publicação: 2016
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Administração Pública e Gestão Social
• Texto Completo: https://periodicos.ufv.br/apgs/article/view/4930
• topic: governos locais; projeto para efetividade; serviços públicos urbanos; Políticas Públicas

The Program of Acceleration and Growth (PAC) of the federal government of Brazil made possible that several urban interventions between 2008 and2012 were performed through federal, state and municipal public entities. We analyze the perception of beneficiaries on satisfaction, with an urban intervention, at theunderprivileged community of Nova Esperança, Macaé, Rio de Janeiro, RJ, Brazil, using a multi methodological approach enhanced by a triangulation processbetween four methods. The theoretical framework discusses the processes of urbanization and formation of slums in Brazil ever since the second half of the twentiethcentury and discusses aspects of management performance with emphasis on evaluation of satisfaction with public services. The case study concluded that someservices have improved, but others did not. Finally, we discuss the contrast between the overall evaluation and the assessment of each service at Nova Esperança,suggesting implications for research and practice.Keywords: local government, assessment of satisfaction, quality of public services, urban public services