{"title":"基于内部指标的公共服务质量评价模型","authors":"G. V. Pedrosa, Rejane Figueiredo","doi":"10.17323/1999-5431-2022-0-6-161-174","DOIUrl":null,"url":null,"abstract":"This paper presents the development and validation of a questionnaire-based model to assess the quality of services provided by public institutions based on internal service variables. This model comprises four latent factors (Systems, Human Resources, Regulation and Relationship) that allow analyzing a set of 19 managerial variables involved in the perception of quality from the point of view of managers. The developed methodology was based on an empirical study that was statistically validated for the Brazilian federal public services, with the collaboration of the Digital Government Secretariat of the Ministry of Economy, which carried out a data collection survey with 289 services from 52 Brazilian public institutions. The model allows a standardization in the planning of the internal processes of the public services offered, with vision and administrative rationalization strategies to be adopted to optimize the quality offered by the services.","PeriodicalId":43338,"journal":{"name":"Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues","volume":null,"pages":null},"PeriodicalIF":0.2000,"publicationDate":"2022-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"A QUALITY EVALUATION MODEL FOR PUBLIC SERVICES BASED ON INTERNAL INDICATORS\",\"authors\":\"G. V. Pedrosa, Rejane Figueiredo\",\"doi\":\"10.17323/1999-5431-2022-0-6-161-174\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This paper presents the development and validation of a questionnaire-based model to assess the quality of services provided by public institutions based on internal service variables. This model comprises four latent factors (Systems, Human Resources, Regulation and Relationship) that allow analyzing a set of 19 managerial variables involved in the perception of quality from the point of view of managers. The developed methodology was based on an empirical study that was statistically validated for the Brazilian federal public services, with the collaboration of the Digital Government Secretariat of the Ministry of Economy, which carried out a data collection survey with 289 services from 52 Brazilian public institutions. The model allows a standardization in the planning of the internal processes of the public services offered, with vision and administrative rationalization strategies to be adopted to optimize the quality offered by the services.\",\"PeriodicalId\":43338,\"journal\":{\"name\":\"Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":0.2000,\"publicationDate\":\"2022-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.17323/1999-5431-2022-0-6-161-174\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q4\",\"JCRName\":\"PUBLIC ADMINISTRATION\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.17323/1999-5431-2022-0-6-161-174","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"PUBLIC ADMINISTRATION","Score":null,"Total":0}
A QUALITY EVALUATION MODEL FOR PUBLIC SERVICES BASED ON INTERNAL INDICATORS
This paper presents the development and validation of a questionnaire-based model to assess the quality of services provided by public institutions based on internal service variables. This model comprises four latent factors (Systems, Human Resources, Regulation and Relationship) that allow analyzing a set of 19 managerial variables involved in the perception of quality from the point of view of managers. The developed methodology was based on an empirical study that was statistically validated for the Brazilian federal public services, with the collaboration of the Digital Government Secretariat of the Ministry of Economy, which carried out a data collection survey with 289 services from 52 Brazilian public institutions. The model allows a standardization in the planning of the internal processes of the public services offered, with vision and administrative rationalization strategies to be adopted to optimize the quality offered by the services.
期刊介绍：
PUBLIC ADMINISTRATION ISSUES is a scientific peer-reviewed journal published by the National Research University High School of Economics (NRU HSE).The journal is published quarterly in Russian, and contains original articles by Russian and foreign authors. In addition, a special English language issue containing original articles by Russian and foreign authors has been published since 2014. The editorial board consists of leading Russian and foreign scientists in the field of public administration as well as prominent practitioners. The journal is indexed in the international databases: Scopus, RePEc, EBSCOand the Russian Science Citation Index (RSCI) on the platform of Web of Science. In addition, the journal is on the list of key peer-reviewed scientific journals and publications that the Higher Certification (Attestation) Commission in the RF Education Ministry recommends for publishing the main scientific results of theses for PhD and doctoral degrees in Economics, Sociology and Law. The journal focuses on the following subject areas: − Current theories of public administration. − Theoretical fundamentals of economic and social policy − Factors and Assessment of efficiency in public and municipal administration. − Innovations in the system of public and municipal administration. − Planning and forecasting in the system of public and municipal administration. − Staff of the state and municipal service. Management of personnel in public and municipal bodies and in organizations of the public sectors. − Financial, logistical and information resources of the state and municipalities. − Public service. − Functional features of public sector organizations. − Partnership of the state and municipalities with nongovernmental nonprofit organizations. Economic and administrative challenges facing “third sector.” - Development of education programs on public administration.
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