Modelo de gestão de mensuração de nível de serviço para processos de suprimento em centros de serviços compartilhados no âmbito da administração pública

Abstract

The objective of this study was to elaborate a service level measurement model for a Shared Service Center (SSC). The study was focused on the public administration, where the experience held by the Minas Gerais state was taken as reference. The construction of theAdministrative City Presidente Tancredo de Almeida Neves implies a junction of 45 public organizations at same physical location. Thus, it enables the supply management sharing which aims costs optimization and standardizing processes. Furthermore, under possibility of improving the service level and its adaptation to users' needs, that is, main conditions for the permanence of the sharing services strategy. This strategy is also considered appropriate to be applied in the public sector and it is aligned with the strategies and goals of Minas Gerais Government. Following the suggestion taken from specialized literature, the indicators investigated in this study were related to the following constructs of service: quality, speed, reliability and flexibility. In order to validate these constructs and to identify their respective importance the Stated Preference Technique was applied. This technique is based onindividuals judgment about hypothetical situations that are presented to them. Firstly the attributes were validated with the following weights: Reliability: 55.75%; Quality: 22.21%; Speed: 19.54%; Flexibility: 2.50%. Secondly, a questionnaire was used to establish the priority of the pre-selected indicators and to guide the choice of those ones who would be part of measurement model. According to the achieved results, a service level measurement model for a Shared Service Center, focused on the public administration was structured. The model systematizes a cycle of continuous improvement. From the indicators definition, after the data gathering, the results are periodically compared with the goals and when they are not achieved, corrective actions are applied to enable the achievement of desired results. This study represented a practical application for developing a management model based on indicators of process performance. The model was based on processes of selecting and weighting indicators and their alignment with strategic objectives. This model has the specificity to be focused to the strategy of sharing services and it is suitable for public administration. Therefore, it is understood that the theoretical concepts as well as the ones presented in literature were considered and pursued, which enables the model expected sustainability. As strengths of the proposed model, the methodological contributions that are able disseminate the development of shared service center, mainly on how to select the constructs can be highlighted, as it actually uses the constructs that have been filtered fromliterature and were validated by the system users. The selection and weighting of indicators to reach those who will compose the measurement system, according to the importance, recognized by clients of a CSS, is also highlighted. From the management point of view thismodel can be used as a technical reference for future development of shared services strategy for public administration.