A relevância do mapeamento de processos no setor público: estudo de caso na administração estadual do meio ambiente – Adema

Abstract

This work is a case study carried out at Adema - public capital company of the state of Sergipe responsible for administering the Environmental Management policies within the state territory, with the objective of carrying out the Mapping of Environmental Licensing Processes (using the software BIZAGI), identifying the main bottlenecks, which served as a basis to suggest changes

that optimize the current panorama of this service. As a data collection instrument, a semi- structured questionnaire was applied to the coordinators of the departments involved in the

process, as well as the on-site observation that allowed us to analyze the daily life of the company. Management and quality tools such as 5W2H, GUT Matrix and BPMN were used. The results showed that the institution has a good physical structure, with the demands of services, even in need of some repairs; and the lack of computerization and high daily demands of work delay the processes and are considered the main bottlenecks. In order to solve these problems, several suggestions for improvements have been made to be applied in the short, medium and long term. Finally, new flowcharts with suggestions for changes were elaborated, which provide optimization of time and better use of resources in the process of Environmental Licensing.