Padronização de processos: o sistema aplicado ao serviço público

Abstract

In the Public Authority, administrative roles are defined by many laws and regulations which are under constant alterations. However, in many times there is an absence of a compiled and updated Standardization System designed to equalize the treating of the many different situations possible. Without proper treatment, the operational procedures become more and more complex and dynamic, which makes work tasks redundant and inefficient. When the Standardization of Processes is well implemented, the planning and control of operations happens in an more advantageously way, demonstrating the attention to the quality and focus on the client. Thus, the application of the Standardization of Processes is connected with the improvement of the conditions of working at the public service, producing reliability in the practice of actions, ease of management, and more precise deadline definitions for the processes involved. This results, overall, in general efficiency and effectiveness in public service provision, as shown in the case study.