Um modelo de gestão da qualidade para projetos crowdsourcing no setor público

Abstract

In the process of democratic management, governments have been concerned with getting closer and closer to their governed. Citizen participation in public management is something that is part of modern government. Government decisions with public participation have proven to be efficient to solve existing problems in the communities and in society as a whole. Crowdsourcing has proven to be an efficient and effective collective outsourcing model to help governments make decisions with popular participation, strengthening the relationship with the citizen and using the so-called digital democracy. Platforms and other tools that are used in public projects with Crowdsourcing have been increasingly useful for citizens to participate in public management and enforce the exercise of citizenship. However, the teams that work with public projects using Crowdsourcing lack a model that makes it possible to standardize the work, and bring guidelines that point to a level of quality for these projects, so that the results can return what was in fact aligned at the beginning of the project. This work proposes a quality management model based on the bottlenecks identified in the literature review, on the reports collected through interviews with experts in public projects, and on the quality management discipline of the PMBOK (the world’s most widely used project management best practices guide). The model proposed in this research will bring a quality standard to public projects using Crowdsourcing, and consequently improve citizen participation in public management.