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Advisor(s)
Abstract(s)
Em 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.
In 1980, the theme of quality integrates the concerns of the public sector and Portugal does not 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) 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 is implemented in Portuguese local authorities. It is important to reinstate CAF to analyze the results obtained by Portuguese municipalities (308) at this level – in particular, the criteria results about people, oriented to citizens/customers, social responsibility and key performance – and find out how these results and subsequent impacts interact and determine quality enhancement of organizations. Accordingly, our research question is: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general hypothesis is: The CAF implementation has a positive impact on the quality of public services provision by portuguese municipalities. The research strategy underlies a post-positivist paradigm, adopting a quantitative approach and using the deductive method. The required data on the reality of municipal quality will be collected through a survey (during 2018).
In 1980, the theme of quality integrates the concerns of the public sector and Portugal does not 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) 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 is implemented in Portuguese local authorities. It is important to reinstate CAF to analyze the results obtained by Portuguese municipalities (308) at this level – in particular, the criteria results about people, oriented to citizens/customers, social responsibility and key performance – and find out how these results and subsequent impacts interact and determine quality enhancement of organizations. Accordingly, our research question is: What is the impact of CAF implementation on the quality of public services provision by Portuguese municipalities? The main general hypothesis is: The CAF implementation has a positive impact on the quality of public services provision by portuguese municipalities. The research strategy underlies a post-positivist paradigm, adopting a quantitative approach and using the deductive method. The required data on the reality of municipal quality will be collected through a survey (during 2018).
Description
Keywords
Qualidade dos serviços públicos Common assessment framework Municípios Impacto
Pedagogical Context
Citation
Negreiro, Carla; Costa, Cláudia S.; Fernandes, Joana (2018). O retomar da common assessment framework: o impacto nos municípios portugueses = The retake of common assessment framework: the impact on portuguese municipalities. In Martins, Anabela (Coord.) V Encontro de Investigadores do Instituto Politécnico de Bragança: livro de resumos. Bragança: Instituto Politécnico. ISBN 978-972-745-235-4