Analysis of the factors that determine the perception of a good quality in the public attendance service

• Autor(a) principal: Vanzini, Pablo Roca
• Data de Publicação: 2021
• Outros Autores: Aguilera, Ronaldo Cortez, Bispo, Alriane Lopes Larceda, Santos, Renato Lima dos, Pereira, Alex Gomes, Silva, Rafael Luis da
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Research, Society and Development
• Texto Completo: https://rsdjournal.org/index.php/rsd/article/view/15456
• topic: Atendimento; Serviço público; Cidadão.; Asistencia; Servicio público; Ciudadano.; Attendance; Public service; Citizen.

Public administration is a grouping of organs, services and agents of the State whose precepts are to satisfy the will of society, such as education, culture, security, health and etc. Their integration is through the public servant, who is the one who works for the public administration, thus receiving their earnings. The purpose of this article is to analyze and verify the methods of Brazilian public management, which determine a good perception, of providing a service to the public, based on bibliographic analyzes, in scientific articles, dissertations, theses, decrees and laws. In the referred research, a deductive approach was used, which starts from “the theories and laws”, the research has a bibliographic nature, since it is supported by “a collection of works hitherto already carried out”, it is still characterized by a qualitative and comparative. It is concluded that, the objective was reaching, when analyzing and verifying the practices used in the management of public attendance, in which it was verified the collection of several benefits that to a good perception in the attendance to the public, among which stand out: payment and / or use of technologies and applications with the public administration; The use of the Call Center that plays a strategic role within an organization; Training of people, so that they feel pleasure in serving and that they feel motivated by the constant challenge of solving the problems and / or doubts of customers / users.