EXCELLENCE IN PUBLIC ADMINISTRATION: THE CASE OF CITIZENS LIVING IN SAN LUIS (MA)

Abstract

The Quality Management Systems are not restricted to the private sphere, as seen with Viva Citizen, decentralized organ of the government of the State of Maranhão, created in order to streamline the delivery of public services through a system partner. It was decided by that institution for developing Quality Policy with a new pattern and style of service, enabling the strengthening of citizenship to facilitate customer access to services-citizens, all this can be demonstrated through a Quality System. This study is a qualitative, descriptive purposes and means a case study through literature searches and structured interview with the Director General of the Institution, with the aim of describing the implementation of the Quality System and show a break with the idea that the civil service is poorly executed. Given this approach, it appears that the trend is that new cases of success in the public sector are part of our reality and the development of customer satisfaction-citizen, through the application of Quality Policies in this sector, with care and the principles that guide this realization.