Gerenciamento de organizações públicas: resultado da implementação da gestão por processos na Receita Federal

Abstract

This study aims to verify the effective result of management by processes in the Federal Revenue in Brazil, in order to have concrete data that can demonstrate the potential of this technique in the public sector. Initially are presented the management models usually applied in this area in order to demonstrate the evolution of them, and made brief comment about the outsourcing and changes in this system of service provision currently in the legislative vote, considering the importance of this issue for businesses and workers in general. Then will perform the conceptual basis of management guided by processes and evaluate the implementation of this model in that organ. The methodology was qualitative, and the raw data were obtained through interviews with a member of the organization and through documentary analysis reports, manuals, newsletters. The interview allowed further analysis, resulting in the respondent information and opinions with more richness of detail. The secondary data, in turn, were obtained from literature. The analysis allowed to obtain elements that prove the actual gains from the process management. Thus, we hope to contribute to spread the use of this technique in Public Administration, because it can be a way out for the government's dilemma: how to improve quality of products and services offered without increasing costs.