Manual de procedimentos - apoio na gestão da mudança: Trabalho de Projecto

A aproximação dos serviços às populações e a melhoria dos serviços prestados na administração pública leva a que estas organizações tenham de estar constantemente a alterar a sua forma de agir para se conseguirem adequar ao meio onde estão inseridas. É, portanto, necessário um processo de mudança devidamente organizado e gerido. As organizações públicas sentiram a necessidade de adotar sistemas de informação e de controlo de gestão adequados de forma a melhorar as tomadas de decisões, introduzir a avaliação de desempenho e aumentar os índices de eficiência, eficácia e qualidade dos serviços públicos. No entanto, qualquer processo de mudança, por mais necessário e bem preparado que seja, enfrenta sempre resistência, seja ela a nível individual, seja a nível organizacional. É necessário saber gerir estas mudanças, para tal toma-se importante a constituição de uma boa equipa orientadora da mudança, com capacidade de liderança, necessária para uma melhor aceitação por parte dos funcionários envolvidos. Não menos importante é a medição da performance que visa produzir informação relevante para a melhoria da gestão e das tomadas de decisões, contribuindo assim para uma melhoria global dos resultados. O Balanced Scorecard pode ser a ferramenta ideal para trazer inovação aos serviços públicos. Assim, este trabalho de projeto consiste, depois de uma análise às reformas que tem vindo a ocorrer na administração pública bem como aos modelos e ferramentas existentes para a avaliação do desempenho do sector público, na elaboração de um Manual de Procedimentos, que servirá de base na reorganização dos Serviços da Divisão Administrativa da Câmara Municipal de Tomar que se encontra numa fase de mudança, manual esse que servirá também para melhoria do desempenho dos Serviços e para uma possível implementação do Balanced Scorecard. ABSTRACT: The alignment of services to citizens and improve services in public administration means that these organizations have to constantly change their ways if they can adapt to the environment where they operate. It is therefore a necessary process of change properly organized and managed. Public organizations have felt the need for information systems and monitoring of appropriate management to improve decision making, introduce the evaluation of performance and increasing levels of efficiency, effectiveness and quality of public services. However, any process of change, however necessary and well-prepared it is, always face resistance, either individually or at the organizational level. You must know how to manage these changes, for such it is important to set up a good team guiding change, and leadership skills necessary for better acceptance by the employees involved. No less important is the measurement of performance that aims to produce relevant information for improved management and decision making, thus contributing to an overall improvement in results. The Balanced Scorecard can be an ideal tool to bring innovation to public services. Thus, this study design is, after a review of the reforms that have been taking place in public administration and the existing models and tools for evaluating the performance of the public sector, development of a Procedures Manual, which is basic the reorganization of the Administrative Services Division of the City Council to take in a phase of change, that this manual will also serve to improve the performance of services and a possible implementation of the Balanced Scorecard.

Gestão compartilhada de P&D em petróleo:a interação entre a Petrobrás e a Universidade Federal do Rio Grande do Norte

This work addresses the relationship between University-Firm aims to understand the model of shared management of R&D in petroleum of Petrobras with UFRN. This is a case study which sought to investigate whether the model of cooperation established by the two institutions brings innovation to generate technical-scientific knowledge and contribute to the coordination with other actors in the promotion of technological innovation. In addition to desk research the necessary data for analysis were obtained by sending questionnaires to the coordinators of projects in R&D at the company and university. Also, interviews were conducted with subjects who participated in the study since its inception to the present day. This case study were analysed through the Resource-Based View and Interorganizational Networks theory. The sample data also stands that: searches were aligned to the strategic planning and that 29% of R&D projects have been successful on the scope of the proposed objectives (of which 11% were incorporated into business processes); which was produced technical and scientific knowledge caracterized by hundreds of national and international publications; thesis, dissertations, eleven patents, and radical and incremental innovations; the partnership has also brought benefits to the academic processes induced by the improved infrastructure UFRN and changing the "attitude" of the university (currently with national prominence in research and staff training for the oil sector). As for the model, the technical point of view, although it has some problems, it follows that it is appropriate. From the viewpoint of the management model is criticized for containing an excess of bureaucracy. From the standpoint of strategic allocation of resources from the legal framework needs to be reassessed, because it is focused only on the college level and it is understood that should also reach the high school given the new reality of the oil sector in Brazil. For this it is desirable to add the local government to this partnership. The set of information leads to the conclusion that the model is identified and named as a innovation of organizational arrangement here known as Shared Management of R&D in petroleum of Petrobras with UFRN. It is said that the shared management model it is possible to exist, which is a simple and effective way to manage partnerships between firms and Science and Technology Institutions. It was created by contingencies arising from regulatory stand points and resource dependence. The partnership is the result of a process of Convergence, Construction and Evaluation supported by the tripod Simplicity, Systematization and Continuity, important factors for its consolidation. In practice an organizational arrangement was built to manage innovative university-industry partnership that is defined by a dyadic relationship on two levels (institutional and technical, therefore governance is hybrid), by measuring the quarterly meetings of systematic and standardized financial contribution proportional to the advancement of research. These details have led to the establishment of a point of interaction between the scientific and technological-business dimension, demystifying they are two worlds apart

Factors affecting the adoption of new technology: The case of 311 government call centers

Government call centers (311) were first created to reduce the volume of non-emergency calls that were being placed to emergency 911 call centers. The number of 311 call centers increased from 57 in 2008 to about 300 in 2013. Considering that there are over 2,700 municipal government units across the United States, the adoption rate of the 311 centers is arguably low in the country. This dissertation is an examination of the adoption of 311 call centers by municipal governments. My focus is specifically on why municipal governments adopt 311 and identifying which barriers result in the non-adoption of 311 call centers. This dissertation is possibly the first study to examine the adoption of 311 call centers in the United States. ^ The dissertation study has identified several significant factors in the adoption and non-adoption of 311 government call centers. The following factors were significant in the adoption of 311 government call centers: managerial support, financial constraints, organizational responsiveness, strategic plan placement, and technology champion. The following factors were significant barriers that resulted in the non-adoption of a 311 government call center; no demand from citizens, start up costs, annual operating costs, unavailability of funding, and no obvious need for one. ^ If local government entities that do not have a 311 government call center decide to adopt one, this study will help them identify the conditions that need to be in place for successful adoption to occur. Local government officials would first need to address the barriers in setting up the 311 call centers. ^

Corporate social responsibility reporting in the mining sector of Tanzania:(Lack of) government regulatory controls and NGO activism

Purpose – The purpose of this paper is to contribute to the ongoing debate on governance, accountability, transparency and corporate social responsibility (CSR) in the mining sector of a developing country context. It examines the reporting practices of the two largest transnational gold-mining companies in Tanzania in order to draw attention to the role played by local government regulations and advocacy and campaigning by nationally organised non-governmental organisations (NGOs) with respect to promoting corporate social reporting practices. Design/methodology/approach – The paper takes a political economy perspective to consider the serious implications of the neo-liberal ideologies of the global capitalist economy, as manifested in Tanzania’s regulatory framework and in NGO activism, for the corporate disclosure, accountability and responsibility of transnational companies (TNCs). A qualitative field case study methodology is adopted to locate the largely unfamiliar issues of CSR in the Tanzanian mining sector within a more familiar literature on social accounting. Data for the case study were obtained from interviews and from analysis of documents such as annual reports, social responsibility reports, newspapers, NGO reports and other publicly available documents. Findings – Analysis of interviews, press clips and NGO reports draws attention to social and environmental problems in the Tanzanian mining sector, which are arguably linked to the manifestation of the broader crisis of neo-liberal agendas. While these issues have serious impacts on local populations in the mining areas, they often remain invisible in mining companies’ social disclosures. Increasing evidence of social and environmental ills raises serious questions about the effectiveness of the regulatory frameworks, as well as the roles played by NGOs and other pressure groups in Tanzania. Practical implications – By empowering local NGOs through educational, capacity building, technological and other support, NGOs’ advocacy, campaigning and networking with other civil society groups can play a pivotal role in encouraging corporations, especially TNCs, to adopt more socially and environmentally responsible business practices and to adhere to international and local standards, which in turn may help to improve the lives of many poor people living in developing countries in general, and Tanzania in particular. Originality/value – This paper contributes insights from gold-mining activities in Tanzania to the existing literature on CSR in the mining sector. It also contributes to political economy theory by locating CSR reporting within the socio-political and regulatory context in which mining operations take place in Tanzania. It is argued that, for CSR reporting to be effective, robust regulations and enforcement and stronger political pressure must be put in place.

Reforming the Swedish employment-related social security system:activation, administrative modernization and strengthening local autonomy

The Swedish system of social security has often been regarded as comprehensive and comprehensive and inclusive. During major reforms in the 1990s and 2000s, it has maintained its essential character as a popular and well-endowed provider of social security and stability. Employment-related benefits are generous in financial terms, but come with the need for recipients to remain actively engaged in the economic or educational field. However, Sweden’s geographical and demographic diversity made it necessary to increase the role of local authorities in implementing active labour market policies. This article tracks these developments since the mid-1990s, both with regard to changing the benefits system and with regard to changing local government involvement. It argues that backed by broad political support, the Swedish system has achieved the necessary modernisation and adaptation to remain a viable alternative to more neo-liberal welfare retrenchment projects conducted in other European countries.

Enotourism – more than a life style

Enotourism is a relatively new form of sustainable tourism. But is more than a lifestyle. The Douro landscape reflects its ancient and deep connection with the culture of wine, creating a picture of Man and Nature working side by side in search of the perfect wine. Lifestyle typically reflects: an individual's attitude, a way of life, values, or world view. Practical implications - the results suggest that there is scope for developing wine tourism products to attract tourists and which could be used to promote the Douro Valley region as a centre for enotourism. The beautifully unique landscape of the Douro was one of the reasons that made it a World Heritage site in 2001. There isn´t in Portugal an autonomous strategy process to define enotourism. Is a legal problem when we try to analyse the process or a data base to find information about enotourism players. So, how do winery operators, particularly those running small or family businesses, cope with the new developments occurring in the world of wines? The present study examines these issues from the perspective of a group of Portuguese winery operators. Our proposal in this research, is to analyse how many wineris or enotecas are hable to develop enotourism with a legal process. The results of the study reflect the level of education of employees, the seasonal nature of tourism, the improvements in its promotion and the need for greater support from local government. A key aspect is respect for the people who call the location home, the culture and customs of the area, and the socio-economic system. Design/methodology/approach - The methodology employed for this study consisted of a combination of surveys, interviews and field observations with the suppliers in the traditional wine‐producing region, Douro Valley, or Porto wine region, in the north of Portugal. The results of this investigation are almost analisys made inside the villages and also us wineries and enotecas. From the 30 winemakers that we visited, only 2 have an enotourism service acording to legislation and have a certificate that allows to pratices. It was very hard but it is an open field to future researchs (TOMÁS López‐Guzmán,et al, 2011). From the 30 wineries we have analysed only 2 were enotourism with a legal basis. Enotourism is on the travel agencies department and most of the wineries don´t have the legal licenses. Despite of most tourism agencies see enoturism as a segment of the industry with tremendous growth potential, stating that in some regions, it's only functioning at 20% of its full potential. Enotourism development guidelines and management practices are applicable to all forms of tourism in all destination types, including mass tourism and the various niche tourism segments.

Auditoria da gestão pública: diferenças de expectativas, qualidade e satisfação nas autarquias locais

O presente estudo baseou-se na avaliação dos factores mais influentes na percepção da qualidade da auditoria e satisfação dos Directores dos Serviços Financeiros das Autarquias Locais Portuguesas sujeitas a Certificação Legal de Contas. Aferir se existiam opiniões divergentes por região administrativa foi outro objectivo a que nos propusemos. Os resultados da pesquisa demonstram que os factores mais influentes são a especialização, o planeamento e trabalho de campo da empresa de auditoria. A percepção da qualidade de auditoria por Distrito/Região revela-se homogénea, ao invés da satisfação em relação à actividade de auditoria. Tendo em conta os resultados obtidos, a auditoria deverá equacionar o alargamento do seu campo de actuação, reorientar o seu papel, reforçar a comunicação e especialização no sector, por forma a potenciar a responsabilização, avaliação e apoio na tomada de decisão na gestão dos dinheiros públicos e, por outro lado, harmonizar as expectactivas entre auditado e auditor. /ABSTRACT: The present study was based on the assessment of the most influential factors in the perception of audit quality and satisfaction of the Directors of Financial Services of Portuguese Local Government subject to the Statutory Auditors. To assess whether there were differing opinions by administrative region was another goal we set ourselves. The survey results demonstrate that the most influential factors are the expertise, the planning and fieldwork of the audit firm. The perception of audit quality by District I Region proves to be homogeneous, rather than satisfaction with the audit work. Given the results, the audit should consider extending its scope to act, to reorient their role, to strengthen the communication and expertise in the sector in order to enhance accountability, assessment and support in decision making in the management of public resources and, secondly, to harmonize expectations between auditee and auditor.

Re-booting regional planning in South East Queensland

This Issues Paper presents the outcomes of a recent seminar which addressed the theme of 'Re-Booting Regional Planning in South East Queensland'. The seminar was held at the Queensland University of Technology, Brisbane, in June 2004. The seminar brought together a wide range of state and local government, community, private sector and scholarly participants, including members of the Urban Policy Program. This report provides an overview of the context for the seminar, the problems faced by the South East Queensland region which the seminar seeks to address and indentifies outcomes and proposals for future directions arising from the seminar dicussions.

A comparative study – regulatory requirements on subdivisions for increasing passive cooling

This is the third in a series of reports planned for this project. The aim of this research is to conduct a comparative study of current legislation or guidelines at the federal, state and local government levels to confirm if any natural ventilation criteria are required at the subdivision development stage of planning. It also seeks to discover if there are any other incentives, statutory planning or development principles that encourage developers to orient subdivision lots to maximize natural ventilation for the dwellings. Findings from the research in this report are intended to contribute to the discussion on the development of an enhanced lot rating methodology for sustainable subdivisions as documented in other reports in this series.

Construction projects immediate health check : a CSF & KPI approach

Many factors have the potential to influence human health. These factors need to be monitored to maintain health. As is the case with human health, construction projects have a number of critical factors that can facilitate a broad evaluation of project health. In order to use these factors as an indication of health, they need to be assessed. This assessment can help to achieve desired outcomes for the project. This paper discusses the approach of assessing Critical Success Factors (CSFs) using Key Performance Indicators (KPIs) to ascertain the immediate health of a construction project. This approach is applicable to all phases of construction projects and many construction procurement methods. KPIs have been benchmarked on the basis of industry standards and historical data. The robustness of the KPIs to assess the immediate health of a project has been validated using Australian and international case studies.

Submission to Brisbane City Council : Draft Brisbane Economic Development Plan

As with any strategic planning process, evidence-based estimates are needed to plan effectively for the future. Comments below are based upon data drawn from the Brisbane Long Term Infrastructure Plan (Department of Local Government, Planning, Sport and Recreation, 2005) and the Brisbane Long Term Planning Economic Indicators (National Institute of Economic and Industry Research, 2005), as these are cited as the underpinning research for the economic plan. This submission focuses on one critical aspect of the strategic plan — the relationship between population growth, employment growth, and infrastructure provision. While the focus of the strategic plan is on the changes which would occur within Brisbane, it is important that consideration of predicted changes in surrounding local government areas be also carried out.

Transitional employment aspirations for bridging retirement : implications for training and development

Purpose: The aim of this study was to identify the transitional employment aspirations and training and development needs of older and younger workers at risk of early retirement due to limited education and/or employment in blue collar occupations. Design/ Methodology/ Approach: A computer based methodology was used to evaluate the demographic effects of gender, education level and occupation group on aspirations pertaining to transitional employment and training and development in a sample of over 1000 Local Government employees. Findings: Older blue collar, secondary school educated and younger workers were less interested in transitional employment than older workers with higher levels of education or from white collar backgrounds. The early retirement risk factors of blue collar work and secondary school education had a more limited effect on perceived training and development needs for older workers. However for younger workers, these risk factors provided the impetus to undertake training to move into less physically demanding or more challenging roles as their careers progressed. Practical Implications: Via the identification of education level and occupation types groups’ transitional employment aspirations and perceptions of preparatory training and development within younger and older cohorts, long term strategies to develop and retain staff may be formulated. Originality/ Value: Past studies of transitional employment have rarely included younger workers or older workers at risk of early retirement. Preparatory training and development for transitional employment roles has not been considered in the literature.