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Citizen relationship management : o que falta à administração pública em Portugal
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Orientador(es)
Resumo(s)
A descrença nas instituições públicas, prestadoras de serviços quase sempre necessários ao dia a dia do cidadão, tem contribuído para a dificuldade na condução normal e satisfatória da vida pessoal e profissional de quem a estes serviços recorre.
Quando tais serviços não são prestados de forma eficaz, as entidades públicas correm o risco de, à semelhança do que acontece com o setor privado, serem classificadas pelos seus ?clientes? como más prestadoras de serviços, incapazes de satisfazer as suas necessidades e consequentemente deixam de ser uma escolha quando algum problema surge. Assim, fomenta-se uma insatisfação crónica patente nos cidadãos, o que naturalmente enfraquece a própria democracia.
Será possível revitalizar esta confiança e responder de forma mais eficaz e eficiente às solicitações dos cidadãos? As tecnologias de informação, nomeadamente as que suportam estratégias de gestão de relacionamentos, podem ser um fator determinante para resolver esta problemática e garantir que a maioria dos serviços públicos prestados estão direcionados para necessidades reais dos cidadãos?
Esta investigação analisa o conceito de citizen relationship management, a adaptação aos serviços públicos do conceito de gestão aplicado no setor privado customer relationship management. Após a análise da principal bibliografia disponível sobre a matéria a nível internacional e nacional (com foco particular para os órgãos de poder local, vulgo municípios), foi estudado o caso concreto de um município português, através da observação do autor enquanto munícipe e de entrevistas aos principais responsáveis e decisores do município, equacionando a necessidade de implementação de um sistema como o citizen relationship managem(...)
The disbelief in the public institutions, providers of services almost always necessary to the day to day of the citizen, has made difficult the normal and satisfactory conduction of the personal and professional life of those that use these services. When such services are not provided in an efficiently way, public entities run the risk of being classified by their "clients" as bad service providers, unable to meet their needs and, consequently, they will no longer be a choice when problems come up. Therefore, it creates a chronic dissatisfaction among citizens, which naturally weakens democracy itself. Is it possible to revitalize this trust and respond more effectively and efficiently to citizens' requests? Can information technologies, like those supporting relationship management strategies, be a determining factor in solving this problem and ensuring that most of the public services provided are directed to citizens' real needs? With this research it is intended to answer this question, scrutinizing the concept of citizen relationship management, the adaptation to public services of the concept of private management customer relationship management. After studying the main bibliography available on the subject at the international and national levels (with a particular focus on counties), the case of a Portuguese county was studied through the observation of the author as a citizen and interviews to the main decision-makers of the county, considering the need to implement a system such as citizen relationship management and concluding that it would bring enormous benefits to those who use the public service(...)
The disbelief in the public institutions, providers of services almost always necessary to the day to day of the citizen, has made difficult the normal and satisfactory conduction of the personal and professional life of those that use these services. When such services are not provided in an efficiently way, public entities run the risk of being classified by their "clients" as bad service providers, unable to meet their needs and, consequently, they will no longer be a choice when problems come up. Therefore, it creates a chronic dissatisfaction among citizens, which naturally weakens democracy itself. Is it possible to revitalize this trust and respond more effectively and efficiently to citizens' requests? Can information technologies, like those supporting relationship management strategies, be a determining factor in solving this problem and ensuring that most of the public services provided are directed to citizens' real needs? With this research it is intended to answer this question, scrutinizing the concept of citizen relationship management, the adaptation to public services of the concept of private management customer relationship management. After studying the main bibliography available on the subject at the international and national levels (with a particular focus on counties), the case of a Portuguese county was studied through the observation of the author as a citizen and interviews to the main decision-makers of the county, considering the need to implement a system such as citizen relationship management and concluding that it would bring enormous benefits to those who use the public service(...)
Descrição
Mestrado em Gestão de Sistemas de Informação
Palavras-chave
Sistemas de Informação CiRM Cidadãos Satisfação Setor público Information Systems Citizens Satisfaction Public sector
Contexto Educativo
Citação
Editora
Instituto Superior de Economia e Gestão