A qualidade do serviço público – a distribuição one-stop-shop comparativamente à administração pública tradicional

Abstract

The distribution of public services has been one of the major concerns of the reform introduced in Portuguese public administration in the middle 80’s. One-stop-shops – importing ideas from the New Public Management - are an attempt to follow the management practices of the private sector as a means of improving the relationships between citizens and administration, as well as the quality of the services delivered. In this context, it is essential to evaluate the quality of the services delivered through one-stop-shops compared to traditional public administration, in order to understand the contribution of this new distribution channel. The model suggested in this paper focuses on client dissatisfaction evaluation, as well as client satisfaction, considering that each is not the obverse of the other. Critical incidents are suggested to understand the determinants of both. Further, it also focuses on the costs to society of this new distribution channel, adopting the Taguchi perspective of quality, to evaluate its contribution to society.