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A satisfação dos utentes face aos serviços descentralizados de segurança social: estudo de caso sobre a rede local de intervenção social (RLIS)
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Orientador(es)
Resumo(s)
As políticas de descentralização têm vindo a assumir um papel preponderante na efi-ciência, eficácia e sustentabilidade das economias nacionais. A sua aplicação é múltipla, sendo que problemas no âmbito da providência, manutenção dos serviços públicos e de infraestruturas induziram a que os governos centrais sentissem necessidade de descentrali-zar. É neste contexto que surge a Rede Local de Intervenção Social que deriva de um pro-cesso de descentralização dos serviços de segurança social. Esta rede, assenta numa lógica de intervenção articulada entre a Segurança Social e Entidades do Setor Não Lucrativo, nomeadamente as Instituições Particulares de Solidariedade Social, que, em conjunto, vi-sam promover a implementação de novos mecanismos de atuação e diferentes estratégias de ação em resposta às necessidades sociais.Assim, esta investigação está centrada na análise da satisfação dos cidadãos perante o serviço de segurança social descentralizado, em execução numa instituição. A metodologia utilizada derivou de meios qualitativos, nomeadamente análise documental e entrevistas aos cidadãos e utentes que experimentaram o serviço.Os resultados mostram que os serviços descentralizados de segurança social vão ao encontro das necessidades da população, sendo um meio favorável à inclusão social, apro-ximando os serviços à população, facultando respostas equitativas e adequadas. Numa se-gunda fase, segregamos a análise da satisfação por dimensões, localização, utilidade e entre-ga dos serviços descentralizados. Aferimos que a localização permite a redução dos custos inerentes à deslocação dos utentes, tal como menor tempo despendido para usufruírem do serviço. A utilidade do serviço descentralizado surge como um agente facilitador que ca-pacita a instituição para dar resposta às necessidades económico-financeiras da população socialmente excluída. Finalmente, a variável entrega desempenhou um papel fundamental na adequada resposta aos indivíduos.As principais conclusões referem que a descentralização apresenta um papel predomi-nante na satisfação dos utentes, principalmente pelo facto de esta proporcionar vantagens na redução de custos e tempo de deslocação, assim como na facilidade e comodidade de acesso ao serviço.
ABSTRACT: The decentralization policies have been gaining an increasing preponderant role in the efficiency, efficacy and sustainability of national economies. Its application is multiple in se-veral areas of the public services, such as health, education and social sector. The decentrali-zation emanates, essentially, from the economic development and the globalization process which have motivated the market integration, social, demographical, and cultural changes and a redefinition of the State’s role in the production and distribution of public services.The methodolog y used in this research derives from qualitative methods, namely docu-mental analysis and interviews to citizens and users of the service.Regarding the first objective, decentralized social security services meet the needs of the population. If, in one hand, the State acts globally, using centralized services, on the other responds locally, using RLIS. This network has proved to be a favorable environment for social inclusion, by bringing services closer to the population, providing equitable and adequate responses. Regarding the second objective, we segregated the satisfaction analysis by dimensions, location, utility and delivery of the decentralized services. Location allows the reduction of the costs inherent to the displacement of the users, as well as less time spent to access the service. Considering the second dimension, the utility of the decentrali-zed service, this dimension emerges as a facilitating agent that empowers the institution to respond to the economic and financial needs of the socially excluded population. Finally, delivery played a key role in responding appropriately to individuals. The tacit knowledge and competence of the staff has proven to be predominant in the appropriate response and trust building between the relationships.The main conclusions show that the decentralization has a dominant role in the users’ satisfaction, namely because it induces advantages in the costs and travel times as well as facilitates and simplifies the access. Nevertheless, the users’ satisfaction is directly related to the attribution of a social support connected to their needs. Thus, the conclusion is that decentralization is a policy that should be continued, as well as the Local Network of Social Intervention, because, when compared with the centralized service, it has shown a better performance in delivering the service and also in what concerns response adequacy. The State should consider these facts as arguments for creating more and new measures in order to continue the services decentralization.
ABSTRACT: The decentralization policies have been gaining an increasing preponderant role in the efficiency, efficacy and sustainability of national economies. Its application is multiple in se-veral areas of the public services, such as health, education and social sector. The decentrali-zation emanates, essentially, from the economic development and the globalization process which have motivated the market integration, social, demographical, and cultural changes and a redefinition of the State’s role in the production and distribution of public services.The methodolog y used in this research derives from qualitative methods, namely docu-mental analysis and interviews to citizens and users of the service.Regarding the first objective, decentralized social security services meet the needs of the population. If, in one hand, the State acts globally, using centralized services, on the other responds locally, using RLIS. This network has proved to be a favorable environment for social inclusion, by bringing services closer to the population, providing equitable and adequate responses. Regarding the second objective, we segregated the satisfaction analysis by dimensions, location, utility and delivery of the decentralized services. Location allows the reduction of the costs inherent to the displacement of the users, as well as less time spent to access the service. Considering the second dimension, the utility of the decentrali-zed service, this dimension emerges as a facilitating agent that empowers the institution to respond to the economic and financial needs of the socially excluded population. Finally, delivery played a key role in responding appropriately to individuals. The tacit knowledge and competence of the staff has proven to be predominant in the appropriate response and trust building between the relationships.The main conclusions show that the decentralization has a dominant role in the users’ satisfaction, namely because it induces advantages in the costs and travel times as well as facilitates and simplifies the access. Nevertheless, the users’ satisfaction is directly related to the attribution of a social support connected to their needs. Thus, the conclusion is that decentralization is a policy that should be continued, as well as the Local Network of Social Intervention, because, when compared with the centralized service, it has shown a better performance in delivering the service and also in what concerns response adequacy. The State should consider these facts as arguments for creating more and new measures in order to continue the services decentralization.
Descrição
Palavras-chave
Descentralização Satisfação Rede local de intervenção social Descentralization Satisfaction Local network of social intervention
Contexto Educativo
Citação
FERREIRA, Marisa R. ; VIEIRA, Paulo ; MOURÃO, Paulo (2021) - A satisfação dos utentes face aos serviços descentralizados de segurança social : estudo de caso sobre a rede local de intervenção social (RLIS). GESTIN. ISSN 1645-2534. Ano 19, nº 22, p. 87-106.
Editora
Escola Superior de Gestão de Idanha-a-Nova