Análise do sistema de medição de desempenho: estudo de caso em editais de serviço de transporte público

Abstract

The pursuit for excellence in services and the interest in measuring service quality are considered important strategies used by organizations to achieve competitive advantage. In the same context, we have public services characterized as all activities that the Estate performs to satisfy public needs through the typical procedure of public law. Today, through concession contracts, many public services are provided indirectly. The Federal Constitution of 1988 establishes that public transport is a type of public service that must be offered to the population. Public transport is a democratic way for society to have access to goods, services and activities, however, its use is decreasing due to several factors, mainly due to the low quality of the service provided. To meet the needs of users and verify that the service meets contractual requirements, measuring quality performance is important, both for service providers and for the inspection body. In this context, the general objective of the research is the analysis of the performance measurement system with a focus on improving the quality parameters to be integrated in the public notice for contracting the public transport service offered in the city of Itajubá-MG. City in which, due to the user’s complaints about public transport, the parliamentarians of the City Council requested that measures were taken in relation to the service provided and an inspection of the concessionaire was carried out, thus, improving the quality of the service. The method applied was the multiple case study, through the following steps: initially a bibliometric analysis and literature review were carried out, both dealing with the review and context of the available literature on the performance measurement system and quality with a focus on public services, establishing the theoretical support and the research problem; then the cases were selected, including the case of Itajubá-MG and 02 cities in the state of São Paulo; the research protocol was elaborated, validated by specialists in the area; and then conducted data collection and reporting of individual cases and cross-case reporting. Some relationships and information between the analyzed cases were identified. Among the results, we highlight the proposal of a performance measurement system involving 15 important parameters to measure the quality of the services provided and to be integrated in the public transport hiring notice, they are: adaptation for people with special needs, accessibility, existence of benches and coverage at bus stops, frequency, drivers skill, information, punctuality, rate, tariff integration, cleanliness, age of fleet, cordiality of employees, public safety and environment. In addition, some actions were exposed to assist in the evaluation of this service for the management of the contract and guidelines on the importance of monitoring the indicators to maintain the quality of the service provided. It is expected that the results obtained will be a subsidy to help the competent body evaluate and supervise the services provided. The performance measurement system allows better efficiency and effectiveness in actions by both the concessionaire and the managing body, impacting the quality of services provided to users. The results obtained can contribute to the city's transport system and be used as a model to monitor the quality of any public service offered by the municipal body of Itajubá-MG, as well as for other cities. Also, it is expected that the renewal and the next concession contracts for this service may incorporate the guidelines listed here, in order to reverse the trend of reduced demand for collective public transport by bus and improve user’s satisfaction.