Serviço de água e esgoto de São Leopoldo: uma análise sobre a gestão organizacional e indicadores de qualidade relacionados à ouvidoria da autarquia

Abstract

This article discusses the operation of Organizational Management of a public authority, a provider of essential services to the population of the city: water supply, as well as the collection and treatment of sewage. The municipality is considered the Municipal Service Water and Sewage-SEMAE, the city of São Leopoldo, Rio Grande do Sul To analyze the complex relationships that exist in Organizational Management Company and also in its strategic plan, we used bibliographic materials belonging autarky and also readings of authors of the subject. The search for an efficient public management and quality has been the subject of many studies and research and to contribute to the improvement of this segment, we tried to list up data and conduct a case study of a local authority provider of an essential public service, the water. The result of this research was the discovery of a series of administrative and organizational structures of SEMAE, supporting all the management and now also present and measure their results through quality indicators. Analyzing these quality indicators was possible to note some bottlenecks faced by the municipality and also exceptionalities related to effects of nature, which directly interfere in the final numbers.