2 research outputs found
Modernização Administrativa e Gestão da Qualidade: Um estudo empÃrico nos MunicÃpios Portugueses
Administrative modernisation efforts have been directed towards the goals of simplification, efficiency and transparency, with the aim of providing citizens with higher quality services. Quality Management approaches, based on the principles of customer focus, involvement and continuous improvement, have been regarded as a means to achieve those purposes. In this study, based on data collected from 115 Portuguese municipalities, it is assessed at what extent some administrative modernisation measures are in place and analysed its relationship with the implementation of quality management frameworks. Findings reveal that not only there are several issues established by law not fully implemented, but also municipalities that adopt quality management approaches and, in particular, that have services certified are indeed ahead in the modernisation process, including E-Government initiatives.
Modernização Administrativa e Gestão da Qualidade: Um estudo empÃrico nos MunicÃpios Portugueses
Os esforços de Modernização
Administrativa têm-se norteado por
objectivos de simplificação, eficiência e
transparência, no sentido de prestar
melhores serviços aos cidadãos.
Abordagens de Gestão da Qualidade,
centradas em princÃpios de enfoque no
cliente, envolvimento e melhoria contÃnua,
têm vindo a ser encaradas como um
veÃculo para alcançar essas metas. Neste
estudo, com dados de 115 municÃpios
portugueses, é feita uma avaliação do
estado de implementação de um conjunto
de aspectos da Modernização
Administrativa e analisada a sua relação
com a adopção de referenciais da
qualidade. Os resultados permitem
afirmar que existem aspectos
consagrados em Lei ainda não totalmente
implementados e também que os
municÃpios que adoptam a Gestão da
Qualidade e, em particular, têm serviços
certificados são aqueles em que a
Modernização Administrativa está mais
avançada, nomeadamente quanto à s
iniciativas de Governo Electrónico.Les efforts de Modernisation Administrative
ont été dictés par des objectifs de simplification,
d’efficacité et de transparence visant Ã
une meilleure qualité des services rendus aux
citoyens. Des tentatives de Gestion de la
Qualité, centrées sur des principes de valorisation
du client, d’engagement et d’amélioration
continue, ont été considérées comme un
tremplin pour atteindre ces objectifs. Dans
cette étude, et sur la base de données concernant
115 municipalités portugaises, on a procédé
à une évaluation de l’état de mise en
oeuvre d’un ensemble d’aspects de la Modernisation
Administrative ainsi qu’à une analyse
de leur relation avec l’adoption de référentiels
de la qualité. Les résultats permettent d’affirmer
qu’il existe des aspects consacrés par la
Loi qui ne sont pas encore totalement mis en
oeuvre; on peut constater également que les
municipalités ayant adopté la Gestion de la
Qualité et qui ont, en particulier, des services
certifiés, sont celles pour lesquelles la
Modernisation Administrative est la plus
avancée, notamment en ce qui concerne les
initiatives de gouvernement électronique.Administrative modernisation efforts have
been directed towards the goals of simplification,
efficiency and transparency, with the aim
of providing citizens with higher quality services.
Quality Management approaches,
based on the principles of customer focus,
involvement and continuous improvement,
have been regarded as a means to achieve
those purposes. In this study, based on data
collected from 115 Portuguese municipalities,
it is assessed at what extent some administrative
modernisation measures are in place
and analysed its relationship with the implementation
of quality management frameworks.
Findings reveal that not only there are
several issues established by law not fully
implemented, but also municipalities that
adopt quality management approaches and,
in particular, that have services certified are
indeed ahead in the modernisation process,
including E-Government initiatives