Padrões de eficiência, eficácia e efetividade : uma análise do serviço gerenciado pela Divisão de Transportes da Universidade Federal de Sergipe no período de 2014 a 2016

Abstract

The fiscal crises that hit the economies around the world, coupled with social pressures for better services provided by the public power, fostered managerial practices typical of private initiative by placing concern with the citizen / client as the focus of state activity, not only to carry out the work, but to do it efficiently and effectively to society. The concern is not only with the correct application of public resources, but with the efficient investment and capable of producing to society the goods and services demanded. The objective of the present research is to identify the efficiency, effectiveness and effectiveness standards of the transportation service managed by the Transportation Division (DITRAN) of the Federal University of Sergipe between 2014 and 2016, based on the following specific objectives: i) verify the effectiveness of the transportation service offered to the UFS community by identifying possible repressed demands or oversizing of the vehicle fleet, levels of accessibility, volume and service coverage; ii) identify efficiency as a result of routines and procedures adopted by DITRAN; iii) determine the effectiveness resulting from the practices of the transport sector in the management of services; iv) present a proposal for intervention identifying the opportunities for improvement of the transport service. This research is a case study, exploratory and descriptive, with a mixed approach, quantitative in a first stage, and qualitative from interviews with transport service managers, and adopts DITRAN / UFS as the unit of analysis. A total of 46 questionnaires were applied to the requesters or responsible for the trip / trip, thus qualified according to Administrative Rule No. 377 that regulates the procedures for requisition of vehicles. The organizational diagnosis indicated that the services presented different patterns of community service, showing to be ineffective, with a high demand repressed in the academic sector, inefficient when compared to other institutions or between the years studied, and effective, demonstrating the dependence that the sectors have of the transportation service managed by DITRAN. After the diagnosis of the organizational situation with the focus on effectiveness, efficiency and effectiveness of the transportation service, a proposal was made for an organizational intervention based on the 5W2H tool, which proposes to develop alternative solutions for the framework outlined, signaling the need to update the 377/2016 ordinance as a way of improvement.