An Assessment of Satisfaction and Quality Perception with a Public Intervention at a underprivileged community under the Programa de Aceleração do Crescimento (PAC)
DOI:
https://doi.org/10.21118/apgs.v8i4.4930Keywords:
governos locais, projeto para efetividade, serviços públicos urbanosAbstract
The Program of Acceleration and Growth (PAC) of the federal government of Brazil made possible that several urban interventions between 2008 and2012 were performed through federal, state and municipal public entities. We analyze the perception of beneficiaries on satisfaction, with an urban intervention, at the
underprivileged community of Nova Esperança, Macaé, Rio de Janeiro, RJ, Brazil, using a multi methodological approach enhanced by a triangulation process
between four methods. The theoretical framework discusses the processes of urbanization and formation of slums in Brazil ever since the second half of the twentieth
century and discusses aspects of management performance with emphasis on evaluation of satisfaction with public services. The case study concluded that some
services have improved, but others did not. Finally, we discuss the contrast between the overall evaluation and the assessment of each service at Nova Esperança,
suggesting implications for research and practice.
Keywords: local government, assessment of satisfaction, quality of public services, urban public services
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References
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Abrucio, F., Pedroti, P., & Pó, M. V. (2010). A formação da burocracia brasileira: a trajetória e o significado das reformas administrativas. In: Loureiro, Abrucio & Pacheco (orgs). Burocracia e Política no Brasil: desafios para a ordem democrática no século XXI. Rio de Janeiro: Editora FGV.
Andrews, R., Boyne, G. A., Law,J. & Walker, R. (2005). External constraints on local service standards : the case of comprehensive performance assessment in English local government. Public Administration, 83(3), 639-656. doi: 10.1111/j.0033-3298.2005.00466.x.
Andrews, R., & Entwistle, T. (2010). Does Cross-Sectoral Partnership Deliver? An Empirical Exploration of Public Service Effectiveness, Efficiency, and Equity. Journal of Public Administration Research and Theory, 20(3), 679-701. doi: 10.1093/jopart/mup045.
Bailey, K. (1994). Typologies and Taxonomies: An Introduction to Classification Techniques. Quantitative applications in the social sciences series. London: Sage Publications.
Bardin, L. (2008). Análise de conteúdo. Lisboa: Edições 70.
Bouckaert, G. & Van Dooren, W. (2009). Performance measurement and management in public sectors organizations. In: Bovaird, T. e Löffler, E. Public Management and Governance. 2 ed. London: Routledge.
Bovaird, T. & Davies, R. (2011). Outcome-Based Service Commissioning and Delivery: Does it make a Difference?, in Sandra Groeneveld, Steven Van De Walle (ed.) New Steering Concepts in Public Management. Research in Public Policy Analysis and Management. 21, 93-114.
Bovaird, T. & Löffler E. (2009). Public Management and Governance. 2 ed. London: Routledge.
Boyne, G. A., Meier, K, O’Toole Jr L., & Walker, R. (2006). Public Service Performance. Cambridge: Cambridge University Press.
Brito, F. A. & Pinho, B. A. T. D. de. (2012). A dinâmica do processo de urbanização no Brasil, 1940-2010. Texto para discussão n 464. Belo Horizonte: UFMG/CEDEPLAR.
Gertler, P. J., Premand, P., Martinez, S., Vermeersch, C. M. J., & Rawlings, L. B. (2011). Impact Evaluation in Practice. New York.
Heinrich, C. J., (2010). Como avaliar o desempenho e a efetividade do setor público. In: Peters, G. e Pierre, J. Administração Pública: Coletânea. Brasília, DF: ENAP.
IBGE. Censo Demográfico 2010. [On-line]. <http://www.sidra.ibge.gov.br/>. [05 de Maio de 2014].
Ingraham, P. W. (2007). In pursuit of performance management: systems in State and Local Government.Maryland: The Johns Hopkins University Press.
Johnson, B.; Onwuegbuzie, A. & Turner, L. (2007). Toward a definition of mixed methods research. Journal of Mixed Methods Research, 1(2), 112-133. doi: 10.1177/1558689806298224.
Leal-Lahorgue, M. & Cabette, A. (2013). A cidade e a Copa do Mundo: projetos e transformações urbanas em Porto Alegre - Brasil. EURE (Santiago), 39(117), 5-24. doi: 10.4067/S0250-71612013000200001.
Leitão, K. O. (2009). A dimensão territorial do Programa de Aceleração do Crescimento: um estudo a partir do PAC no Estado do Pará e o lugar que ele reserva à Amazônia no desenvolvimento do país. Tese de Doutorado. São Paulo: Universidade de São Paulo.
Macaé (2010). Plano Local de Habitação de Interesse Social. Macaé: Prefeitura Municipal de Macaé.
Maricato, E. T. M.. (2009). Fighting for Just Cities in capitalism’s periphery. In Peter Marcuse et al. (ed.). Searching for the just city : debates in urban theory and practice. New York: Routledge, 91-102.
Miguel, P.A. C. & Sousa, R. (2012). O método do estudo de caso na engenharia de produção”. In: Miguel, P. A. C.. Metodologia de pesquisa em engenharia e produção e gestão de operações. 2 ed, São Paulo: Campus, 131-148.
Ministério Da Fazenda (2013). Economia brasileira em perspectiva, março de 2013. Brasília.
Murray, G. (2009). Towards a common understanding of the differences between purchasing, procurement and commissioning in the UK public sector. Journal of Purchasing and Supply Management, 15(3), 198-202.
Moran-Ellis, J.; Alexander, V.; Cronin, A. Dickinson, M., Fielding, J.; Sleney, J. &; Thomas, H. (2006). Triangulation and integration: processes, claims and implications. Qualitative Research, 6(1), 45-59. doi: 10.1177/1468794106058870.
Pollit, C., Bouckaert, G. (2011). Public management reform: a comparative analysis—New Public Management, Governance,and the Neo-Weberian State. 3 ed. Oxford: Oxford University Press.
PNUD. Atlas do Desenvolvimento Humano no Brasil 2013: Metodologia. [On-line] <http://www.pnud.org.br/arquivos/fs3-metodologia.pdf.>. [23 de abril de 2014].
Muxica, L. S. M. (2011). La favela como espacio de exclusión social en la ciudad de Rio de Janeiro. EURE (Santiago), 37(110), 117-132. doi: 10.4067/S0250-71612011000100005.
Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433–448. doi: 10.1002/pam.20020.
Yin, R. (2014). Case study research: design and methods. Applied Social Research Methods
Series, 5 ed. London: Sage Publications.
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Published
2016-11-18
How to Cite
Silva, G. V. (2016). An Assessment of Satisfaction and Quality Perception with a Public Intervention at a underprivileged community under the Programa de Aceleração do Crescimento (PAC). Administração Pública E Gestão Social, 8(4), 212–224. https://doi.org/10.21118/apgs.v8i4.4930
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