A qualidade no atendimento presencial uma análise a partir da Central de atendimento da coordenadoria regional Venda Nova da prefeitura de Belo Horizonte

Abstract

The present study had as general objective to analyze the quality of public attendance at the Regional Service Coordination Venda Nova. In order to achieve this goal, a study was conducted on the quality of care through two approaches: the first, with a qualitative approach, with a study on the concept of quality, quality in public service, public management and quality in services; the second, through the collection of data, through the application of questionnaires to users who used the services provided at the contact center of the Coordination Venda Nova. Nowadays, citizens demand and expect more and better services and the quest for quality has been gaining prominence in public administration. Managers and users of the public service have understood that quality in the provision of information and service is essential in any organization, since good service aimed at satisfying the needs of the citizen contributes directly to the good image of the organization. And, in the case of a public institution, quality assurance in care is even more urgent, since its existence is justified by the provision of services. The analysis of the data collected shows that the Regional has good satisfaction rates. However, it was found that the negative points are related to the non provision of some services historically available in the Regional Coordination.