ISO 18091 na gestão municipal: uma pesquisa-ação na Controladoria Geral de Maceió

Abstract

The new public administration (New Public Management) has brought to public agencies the importance of quality systems in offering services with control over deliveries and processes. In this context, the ISO 9001 standard has been recognized from the private sector to the public sector, becoming a reference tool for implementing quality systems in government entities. Identifying the need for a closer approach to the government environment, the International Organization for Standardization (ISO) developed and published the ISO 18091/2022 standard, specifically for local governments (city halls) to implement quality systems. Given the scenario presented and the identification of the need to implement ISO in the General Comptroller's Office of Maceio, this investigation aimed to apply the tool proposed in Annex A of the standard, in order to produce a diagnosis of the agency through the 39 indicators proposed by ISO. The final product of the investigation was the delivery to local management of the diagnosis of the situation identified through a Conclusive Technical Report. This study can be characterized as applied in nature, descriptive in nature and with a qualitative approach. Bibliographical and documentary research, as well as participant observation, are used as means of investigation. To achieve the proposed objective, after the theoretical foundation, a main workshop was held, which had participant observation as its basic technical procedure. The data were analyzed according to the classification established by the standard in three categories (acceptable, below acceptable, and unacceptable) for the 39 qualitative indicators based on the proposed “tricolor matrix”. The results achieved validated the importance of starting the implementation of a quality system in a public agency according to the ISO 18091/2022 standard and demonstrated that the General Comptroller's Office of Maceio presented satisfactory results in only 3 of the 39 indicators evaluated. Thus, the technical-technological product presented consists of two intervention proposals where it is suggested the creation of an action plan to mitigate the points considered weak and the mapping of the macro processes of the Comptroller's Office for the introduction of the approach established in the PDCA cycle.