CRM na administração pública: desenvolvimento e validação de uma Escala de Relacionamento com o Cidadão (ERCi)

As empresas utilizam a gestão de relacionamento com o cliente ou Customer Relationship Management (CRM) para estabelecer relacionamentos de longo prazo, mantendo seus clientes satisfeitos e fiéis. Neste contexto, o Citizen Relationship Management (CiRM) surge no setor público como estratégia para aprimorar o atendimento ao cidadão e incentivar a cidadania. Considerando a lacuna da literatura sobre o tema, o objetivo deste estudo multimétodo foi validar um instrumento para avaliar a percepção dos cidadãos quanto às iniciativas de CiRM na administração pública. A principal contribuição deste trabalho consistiu na validação de um instrumento, em versões completa e reduzida, com índices psicométricos muito confiáveis, que pode ser utilizado como ferramenta diagnóstica pelos gestores públicos para promover uma gestão profícua do relacionamento com os cidadãos.

Critical analysis of the allocation policy for liver transplantation in Brazil

Liver transplantation is now the standard treatment for end-stage liver disease. Given the shortage of liver donors and the progressively higher number of patients waiting for transplantation, improvements in patient selection and optimization of timing for transplantation are needed. Several solutions have been suggested, including increasing the donor pool; a fair policy for allocation, not permitting variables such as age, gender, and race, or third-party payer status to play any role; and knowledge of the natural history of each liver disease for which transplantation is offered. To observe ethical rules and distributive justice (guarantee to every citizen the same opportunity to get an organ), the "sickest first" policy must be used. Studies have demonstrated that death has no relationship with waiting time, but rather with the severity of liver disease at the time of inclusion. Thus, waiting time is no longer part of the United Network for Organ Sharing distribution criteria. Waiting time only differentiates between equally severely diseased patients. The authors have analyzed the waiting list mortality and 1-year survival for patients of the State of São Paulo, from July 1997 through January 2001. Only the chronological criterion was used. According to "Secretaria de Estado da Saúde de São Paulo" data, among all waiting list deaths, 82.2% occurred within the first year, and 37.6% within the first 3 months following inclusion. The allocation of livers based on waiting time is neither fair nor ethical, impairs distributive justice and human rights, and does not occur in any other part of the world.

Portraying innovation in the public service of Brazil: Frameworks, systematization and characterization

ABSTRACT Innovation is essential for improving organizational performance in both the private and public sectors. This article describes and analyzes the 323 innovation experiences of the Brazilian federal public service that received prizes during the 16 annual competitions (from 1995 to 2012) of the Award for Innovation in Federal Public Management held by the Brazilian National School of Public Administration (ENAP). It is a qualitative and quantitative study in which were employed as categories for analysis the four types of innovation defined in the Copenhagen Manual: product, process, organizational and communication. The survey results allow us to affirm that there is innovation in the public sector, in spite of the skepticism of some researchers and the incipient state of theoretical research on the subject. It was possible to observe that organizational innovation was the one with the highest number of award- -winning experience, followed respectively by process, communication and product innovation, with citizen services and improvement of work processes being the main highlights. The results showed that, although the high incidence of innovation occurs at the national level, a significant number of innovations also occur at the local level, probably because many organizations of the federal government have their actions spread only at this level of government. Concerning the innovative area, health and education predominate, with almost 33% of initiatives, which can be explained by capillarity of these areas and the fact that both maintain a strong interaction with the user. The contributions of this work include the use of theoretical model of innovation analysis in the public sector in Brazil still upcoming, and the systematization of knowledge in empirical basis for this innovation. In this sense, it also contributes to the development of the theory with the presentation of evidence that the characteristics, determinants and consequences of innovation in the public sector differ not only from innovation in the industry, but also from innovation in services in the private sector.

Evasão do curso de química da Universidade de Brasília: a interpretação do aluno evadido

This study aimed the investigation of the reasons that led undergraduate students of the Chemistry course at Universidade de Brasília to abandon the course before its conclusion. From the former students' point of view, the reasons that led them to leave the course were related to aspects of their academic life prior to university entrance, expectations which failed to be met by the course, the intricate nature of the academic system, personal and social experiences. Abandonment is a consequence of the problems he encounters during the course and takes on a connotation of protest, more than of failure.

Relato de uma experiência pedagógica no ensino de química: formação profissional com responsabilidade ambiental

The toxic heavy metals can not be transformed in other less toxic substances as organic wastes through chemical process. Various chemistry courses at Faculty of Philosophy, Sciences and Humanities (FFCLRP/USP) use heavy metals in their experimental classes. In this context, a course were created: "Heavy Metal Wastes generated in the teaching and research laboratories: disposal or recovery" and has a specific goal to capacitate the students to define the adequate strategy for disposal or recovery of the chemical wastes, in particular heavy metals, through an interdisciplinary approaching. This course was given to 25 students during the second semester of 2000 and 2001. The environmental responsibility desired for the professional and citizen can be promoted.

Linus Pauling: por que Vitamina C?

The overwhelming interest shown by Pauling in the last twenty years of his life on the use of daily megadoses of Vitamin C for the maintenance of good-health is explained by a psyco-analytic approach, on the basis of documented stages of his life, from early boyhood to senior citizen.

Ciência como cultura: paradigmas e implicações epistemológicas na educação científica escolar

"Science as culture" is based on the assumption that science is a valuable component of human culture. We therefore have to build the bridge, in cultural terms, from the scientific community to the common citizen. Teaching science as culture requires the co-construction of knowledge and citizenship. Ways of articulating science/technology with society are invoked, pondering on the ethical ambivalence of such connections. The goals of this reflection are to think about: a) epistemological obstacles that, in favouring the logic of monoculture, oppose the implantation of the science as culture; b) epistemological strategies that point towards a diversity of cultural practices and "constellations" of knowledge leading to the reconfiguration of the being through knowledge; c) imperatives that force us to (re)think the epistemological bases suited to the paradigmatic changes and which translate the dynamics and complexity of the evolution of the frameworks that currently sustain science and school scientific education.