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- The Retake of Common Assessment Framework: The Impact on Portuguese Municipalities’ usersPublication . Negreiro, Carla; S. Costa, Cláudia; Fernandes, JoanaIn 1980, the public sector focused on the theme of quality and Portugal followed the tendency, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stands out. It is a European model that assesses organizational performance, with reference to the Principles of Excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and was implemented in Portuguese local authorities. It is important to reinstate CAF in order to analyse the results obtained by Portuguese municipalities (15, among 308) and find out how these results and subsequent impacts interact and determine quality enhancement of such organizations. Accordingly, our research question is: What is CAF's contribution to the perception of quality improvement in Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semi-structured interviews with those in charge for quality in the municipalities. Regarding the literature review, a set of elements obtained through CAF’s implementation in the municipalities emerge, namely: the achieved results include actions and improvement plans, good practices, quality assessment and measurement system, citizen and stakeholder’s satisfaction, continuous improvement; on the other hand, in terms of perceived impacts, the achieved results emerge: organizations’ quality improvements, change of public culture, TQM tool facilitator, connections between quality management models as well as practices of bench learning and benchmarking. Thus, it is intended to retake CAF and collaborate for a new theoretical approach, investigating the impacts of such implementation in the public administration, specifically in Portuguese municipalities.
- Desempenho institucional e accountability: um retrato dos municípios do distrito de BragançaPublication . Magalhães, Nuno; Costa, Cláudia S.; Fernandes, JoanaA discussão do desempenho dos governos é tão antiga como os próprios governos. A avaliação e gestão de desempenho institucional tem ganho espaço, devido às vantagens que estes sistemas integram nas instituições públicas. Entre outras, a melhoria da accountability mostra-se uma das vantagens associadas à implementação de sistemas de avaliação e gestão de desempenho. Contudo, muitos modelos de avaliação e gestão de desempenho acabam por ser modelos genéricos de gestão pública ou modelos demasiado específicos, destinados a avaliar determinado serviço, órgão ou país. O modelo mais consensual é a framework criada por Bouckaert e Halligan, pois foca a sua análise nas componentes específicas de cada instituição (medição, incorporação e utilização de informação) e, relacionando-as entre si, cria quatro tipos/níveis de avaliação e gestão de desempenho: Performance Administration, Managements of Performances, Performance Management e Performance Governance. De forma a contribuir para a literatura nacional e internacional e alertar para a necessidade de desenvolvimento dos sistemas avaliação e gestão de desempenho, aplicar-se-á a framework de Bouckaert e Halligan às Câmaras Municipais do Distrito de Bragança, para determinar qual o tipo de avaliação e gestão de desempenho presente no distrito. Realizar-se-á uma avaliação qualitativa, mediante a recolha de informação documental e de inquéritos por entrevista aos Presidentes de Câmara Municipal (em 2018). Para tal, será elaborado um guião de entrevista, resultante da revisão de literatura, que abarque os aspetos essenciais para permitir a identificação do tipo de avaliação e gestão de desempenho institucional, de acordo com a framework de Bouckaert e Halligan.
- The retake of common assessment framework: the impact on Portuguese municipalities’ usersPublication . Negreiro, Carla; Costa, Cláudia S.; Fernandes, JoanaIn 1980, the international public sector focused on the theme of quality and Portugal followed the tendency, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stands out, as an European model that assesses organizational performance, with reference to the Principles of Excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and was implemented in Portuguese local authorities
- CAF’s implementation by Portuguese municipalitiesPublication . Negreiro, Carla; Costa, Cláudia S.; Fernandes, JoanaIn 1980´s, the theme of quality integrated the concerns of the public sector and Portugal didn’t remain alien, assuming a paradigm change: from bureaucratic and centralized administration to a service administration, decentralized and oriented to total quality. Among various approaches, the Common Assessment Framework (CAF) stood out. It is a European model that assesses organizational performance, with reference to the Principles of Excellence and focused on continuous improvement. In addition to being free, it is specific for the public sector and is implemented in Portuguese local authorities. It is important to reinstate CAF to analyse the results obtained by Portuguese municipalities CAF users and find out how these results and subsequent impacts interact and determine quality enhancement of organizations. Accordingly, the research question was: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general objectives are based on the verification of the following: the effectiveness of CAF implementation; the level of integration of the CAF model (nine criteria of the model and eight Principles of Excellence); the results achieved and the perceived impacts through the implementation of the CAF; and the contribution of the CAF model in the perception of the overall quality improvement achieved. The research strategy underlies a naturalistic paradigm, adopting a qualitative approach through semi structured interviews with those in charge for quality in the Portuguese municipalities CAF users (in 2018), adequate to obtain data on the reality of municipal quality. In this context, and after assessing the impacts achieved by the Portuguese municipalities through CAF’s users, confirming the theoretical assumptions, it was possible to achieve the seven objectives previously formulated and to execute the initial research question. Actually, the implementation of the CAF has an impact on the quality of the public services provision by the Portuguese municipalities, highlighting the following evidences: CAF is mainly located throughout the municipal organization and in full; as results obtained via CAF stand out the actions and improvement plans, good practices, citizen/customer satisfaction and stakeholder satisfaction, continuous improvement and a quality assessment and measurement system; about the impacts achieved through CAF they emerge in the achieved results, in the improvement of the quality in the organizations, in the change of culture of the public sector centred on the citizen and towards the excellence, as TQM tool facilitator, in the practices of bench learning and benchmarking, however, the sustainable improvement of the organization and the CAF as a bridge between quality management models did not have the same unanimity; finally, the implementation of CAF model’s requirements contributed to the improvement of the overall quality achieved in a large majority of Portuguese municipalities. Despite the difficulties experienced, concerning the scarce existing research about CAF’s impacts and the compression of the number of municipalities under study, it has been shown that - for the first time and from the present perspective - CAF contributes to the set of results and impacts listed in the revisited theory and with this study they were validated.
- O retomar da common assessment framework: o impacto nos municípios portuguesesPublication . Negreiro, Carla; Costa, Cláudia S.; Fernandes, JoanaEm 1980, a temática da qualidade integra as preocupações do setor público e Portugal não fica alheio, assumindo a mudança de paradigma: de Administração burocrática e centralizada para uma Administração prestadora de serviços, descentralizada e norteada pelos princípios da qualidade total. Entre as várias abordagens, destaca-se a utilização da Common Assessment Framework (CAF), um modelo europeu apto para avaliar o desempenho organizacional, tendo como referência os princípios da excelência e focalizado na melhoria contínua. Além de ser gratuito, é específico para o setor público e está implementado nas autarquias locais portuguesas. Importa retomar a CAF para analisar os resultados obtidos pelos municípios portugueses (308) a este nível – designadamente, os critérios de resultados relativos às pessoas, orientados para os cidadãos/clientes, da responsabilidade social e do desempenho-chave – e apurar de que forma tais resultados e impactos subsequentes interagem e determinam a melhoria da qualidade das organizações. Destarte, a nossa questão de investigação é: Qual o impacto da implementação da CAF na qualidade da prestação dos serviços públicos pelos municípios portugueses? Por seu turno, a principal hipótese geral de trabalho é: A implementação da CAF tem impacto positivo na qualidade da prestação dos serviços públicos pelos municípios portugueses. A estratégia de investigação tem subjacente um paradigma pós-positivista, adotando uma abordagem quantitativa e lançando mão do método dedutivo. A recolha dos dados a aquilatar será efetuada mediante o inquérito por questionário (em 2018), adequado para obter dados primários sobre a realidade da qualidade municipal.