Serviço ofertado, usuário satisfeito? Análise do Programa Central do Cidadão e dos serviços integrados, ofertados pelo governo do Rio Grande do Norte

Abstract

Integrated services for the citizen-clients gained ground in Brazil in the 1980s with the emergence of shoppings that providing different public services in the same space. It was only in the mid-1990s, in the context of the Reform of the State Apparatus, that the first Citizen Service Centers emerged. With that, given the transition from the Bureaucratic to the Managerial model, the citizen started to occupy the figure of a client in the public sector. In 1997 the Central Citizen Program was established in Rio Grande do Norte. Thus, this study aims to analyze the integrated offer of services, functioning, access and the Central Citizen Program user's satisfaction. The study approach is defined as quali-quantitative and as a way to collect the data, it was used: documentary research through official documents of the State Government referring to the service provided by KPMG Consultoria; bibliographical research about integrated citizen services in Brazil. For the primary data survey, semi-structured interviews were carried out with the management team of the Coordination of Assistance to Servants and Citizens (Codaci) - the sector responsible for the Program in the State Government -, as well as online questionnaires aimed at citizens. The results show that, despite being a consolidated public policy in the state, it is clear that the Program needs improvement. As an example of this was identified the need to allocate specifically for the demands of the Centrals; the maintenance of existing physical units; the expansion of services and physical units to municipalities in the countryside; and the allocation of police personnel to units secure.