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Governação colaborativa e a administração pública orientada para o cidadão: estudo de caso Balcão Perdi a Carteira
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Orientador(es)
Resumo(s)
Desde o final da década 70, que os Governos têm vindo a encetar uma série de
reformas, com o propósito de alterar o paradigma do modelo de gestão burocrática ou
tradicional pelo modelo gestionário, assente nos princípios da NPM, a eficácia, a
eficiência e a economia. A introdução destes princípios na governação, tem pressionado
os Governos a promoverem reformas nas suas Administrações Públicas, para
transformar as suas estruturas, os seus processos e procedimentos, mas acima de tudo
a sua cultura, de modo a responder com maior eficácia às necessidades dos cidadãos.
Contudo, a introdução da NPM na governação pública, tem levantado alguns problemas
de fragmentação do setor público, com efeitos negativos no controlo e na coordenação
das políticas e das organizações públicas. Em consequência têm emergido movimentos
de reforma posteriores, de que salientamos o New Public Service (NPS) e o Whole of
Government (WG), os quais aspiram à qualidade e à integração e coordenação entre
organizações públicas e privadas, para dar respostas integradas às necessidade dos
cidadãos.
Através do Estudo de Caso Balcão Perdi a Carteira, que se constitui num exemplo de um
novo paradigma de gestão pública, centrada na Governação Colaborativa para a
prestação integrada de serviços públicos, tentaremos responder à questão de partida da
nossa dissertação – Como foi possível a cooperação entre diferentes serviços públicos e
um privado, para a disponibilização de um serviço integrado em balcão único, o Balcão
Perdi a Carteira, na Loja do Cidadão de Lisboa Laranjeiras no ano 2007? – assentando a
nossa análise no conceito de Recetividade, para compreender os fatores que explicam a
complexidade da mudança organizacional.
Since the late '70s, that governments have been initiating a series of reforms, in order to change the paradigm of bureaucratic or traditional management model to managerial model based on the principles of NPM, the effectiveness, efficiency and economy. The introduction of these principles in governance, has pressed governments to promote reforms in their public administrations, to transform their structures, their processes and procedures, but above all their culture, so as to respond more effectively to the needs of citizens . However, the introduction of NPM in public governance, has raised some problems of fragmentation of the public sector, with negative effects on the control and coordination of policies and public organizations. Consequently reform movements have emerged later, that stress the New Public Service (NPS) and the Whole of Government (WG), which aspire to quality and the integration and coordination between public and private organizations, to provide integrated responses to the needs of citizens. Through the Case Study Balcão Perdi a Carteira, which is an example of a new paradigm of public management, focused on Collaborative Governance for integrated delivery of public services, we will try to answer the initial question of our thesis - How was it possible the cooperation between different public services and one private, for the provision of an integrated service in a one-stop mode, the Balcão Perdi a Carteira in the Lisbon Citizen Shop of Laranjeiras in the year 2007? - basing our analysis on the concept of receptivity to understand the factors that explain the complexity of organizational change.
Since the late '70s, that governments have been initiating a series of reforms, in order to change the paradigm of bureaucratic or traditional management model to managerial model based on the principles of NPM, the effectiveness, efficiency and economy. The introduction of these principles in governance, has pressed governments to promote reforms in their public administrations, to transform their structures, their processes and procedures, but above all their culture, so as to respond more effectively to the needs of citizens . However, the introduction of NPM in public governance, has raised some problems of fragmentation of the public sector, with negative effects on the control and coordination of policies and public organizations. Consequently reform movements have emerged later, that stress the New Public Service (NPS) and the Whole of Government (WG), which aspire to quality and the integration and coordination between public and private organizations, to provide integrated responses to the needs of citizens. Through the Case Study Balcão Perdi a Carteira, which is an example of a new paradigm of public management, focused on Collaborative Governance for integrated delivery of public services, we will try to answer the initial question of our thesis - How was it possible the cooperation between different public services and one private, for the provision of an integrated service in a one-stop mode, the Balcão Perdi a Carteira in the Lisbon Citizen Shop of Laranjeiras in the year 2007? - basing our analysis on the concept of receptivity to understand the factors that explain the complexity of organizational change.
Descrição
Tese de Mestrado em Administração Pública
Palavras-chave
New Public Management New Public Service Whole of Government Reforma Mudança Qualidade Governação colaborativa ou Interoperabilidade organizacional New Public Management New Public Service Whole of Government Reform Change Quality Collaborative Governance or Organizational interoperability
Contexto Educativo
Citação
Editora
Instituto Superior de Ciências Sociais e Políticas