Avaliação do programa central do cidadão unidade zona norte Natal/RN: um estudo sobre as perspectivas dos gestores e cidadãos-usuários

Abstract

This research aims to identify the perspectives of managers and users about the fulfillment of the objectives proposed by the citizen's central program, north zone unit. The choice of theme is justified because it is essential for every citizen to know and evaluate the implementation of the objectives related to government programs and public policies, since the citizen is the main beneficiary of the public services and financier of the State. This work is characterized as a descriptive research, whose method was used the qualitative, having as data collection technique, the application of a semi-structured interview with the program manager. In addition, questionnaires were applied to servers and users. For the analysis of the data, the content analysis was used for the interview with the manager, and the descriptive statistics were used for the questionnaires with percentage of frequency. The results pointed to divergences in the level of satisfaction between servers and users of the program, regarding the criteria of service hours, communication channels and quantity of service files available. It is possible to conclude that these criteria directly affect the performance of the program, but it is perceived that the objectives proposed by the program are being achieved in an effective way.