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Serviços partilhados na administração pública: avaliação do caso da Universidade de Lisboa e
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Orientador(es)
Resumo(s)
Partindo da reforma da Administração Pública passamos pelos novos modelos
organizacionais, nomeadamente o new public management, o outsourcing, o modelo de
serviços partilhados, passando ainda pela gestão da mudança. Este contexto leva-nos à
perspetiva de serviços partilhados quanto à sua razão de existir e, inevitavelmente, aos
conceitos de economias de escala e de gama já que a intenção do Governo é aumentar a
qualidade e a eficácia dos serviços públicos, bem como os níveis de eficiência, otimizando
recursos.
Introduzimos também neste estudo, embora de forma meramente indicativa, a cadeia de valor
de Porter considerando ser aplicável, especificamente, ao objeto de estudo em análise. Neste
seguimento aduzimos alguns dos Serviços Partilhados existentes na Administração Pública
Portuguesa e finalmente apresentamos o nosso caso: os Serviços Partilhados da Universidade
de Lisboa.
Dois anos após o seu início, com base nos critérios de eficácia, eficiência e qualidade,
analisamos, interpretamos e avaliamos a perceção dos seus clientes quanto ao impacto da sua
implementação na Universidade de Lisboa. Verificamos que existe a perceção de ganhos ao
nível da eficácia e um desempenho positivo ao nível da qualidade. Podemos também verificar
que dispõe de colaboradores satisfeitos e motivados embora sintam a necessidade de ser
envolvidos nos processos de tomada de decisão e em atividades de melhoria.
Starting with the Public Administration reform and passing by the new organizational models, including the new public management, outsourcing and shared services model, without disregarding the management of change. This context led us to the prospect of shared services for their reason to exist and, inevitably, to the concepts of economies of scale and scope, which are coherent with the Government's intention to increase the quality and effectiveness of public services, as well as the levels of efficiency, o through the optimization of the resources. We also introduced in this study, the value chains of Porter recital apply specifically to the subject of study in the analysis. Following this we present some of the existing Shared Services in the Portuguese Public Administration and finally present our case: The Shared Services of the University of Lisbon. Two years after the beginning of its implementation, based on the criterias of effectiveness, efficiency and quality, we analyzed, interpreted and evaluated the perceptions of customers about the impact of Shared Services implementation at the University of Lisbon. We found evidence of the perception of gains in terms of effectiveness and a positive performance in terms of quality. We could also verify the collaborators are satisfied and motivated, nevertheless they feel the need to be more involved in the processes of decision making and in the improvement of activities.
Starting with the Public Administration reform and passing by the new organizational models, including the new public management, outsourcing and shared services model, without disregarding the management of change. This context led us to the prospect of shared services for their reason to exist and, inevitably, to the concepts of economies of scale and scope, which are coherent with the Government's intention to increase the quality and effectiveness of public services, as well as the levels of efficiency, o through the optimization of the resources. We also introduced in this study, the value chains of Porter recital apply specifically to the subject of study in the analysis. Following this we present some of the existing Shared Services in the Portuguese Public Administration and finally present our case: The Shared Services of the University of Lisbon. Two years after the beginning of its implementation, based on the criterias of effectiveness, efficiency and quality, we analyzed, interpreted and evaluated the perceptions of customers about the impact of Shared Services implementation at the University of Lisbon. We found evidence of the perception of gains in terms of effectiveness and a positive performance in terms of quality. We could also verify the collaborators are satisfied and motivated, nevertheless they feel the need to be more involved in the processes of decision making and in the improvement of activities.
Descrição
Dissertação de Mestrado em Gestão e Políticas Públicas
Palavras-chave
Serviços Partilhados Economias Eficiência Eficácia Qualidade Processos Shared Services Economics Efficiency Effectiveness Quality Process
Contexto Educativo
Citação
Editora
Instituto Superior de Ciências Sociais e Políticas