Desenvolvimento de um painel de gestão para acompanhamento e melhoria dos serviços de saneamento prestados na região metropolitana de Maceió

Abstract

The search for a more equitable and sustainable global future is driven by two fundamental pillars: the ESG Agenda and the Sustainable Development Goals (SDGs) established by the United Nations. While the ESG Agenda focuses on corporate and investment practices, promoting environmental and social responsibility, and transparency in corporate governance, the SDGs define goals to address global challenges such as poverty, inequality, and climate change. In the context of basic sanitation, which aims to ensure the quality of life for the population, the company BRK Ambiental operates in the Metropolitan Region of Maceió, serving 13 municipalities in Alagoas. To achieve the goals of the Legal Framework for Basic Sanitation, the company focuses on continuous improvement of the services provided. The development of performance indicators allows measuring and evaluating the performance of operations, promoting data-driven decision-making. With the goal of meeting the company's needs and improving service management, the service order management dashboard was developed. This dashboard provides a comprehensive view of the services provided, including the total number of requests, resolution percentage, and average response time. Through detailed analysis, it is possible to identify areas of opportunity and make strategic decisions. The dashboard consists of several pages, each focusing on specific aspects, such as services executed, canceled, and pending, allowing for monitoring team performance, identifying areas in need of support, and establishing strict deadline control. Furthermore, it offers an in-depth view of canceled services, identifying reasons and improvement opportunities. To incorporate the use of the dashboard into the company's culture, training sessions were conducted for company leaders. The dashboard contributes to operational efficiency, service quality improvement, and customer satisfaction. Additionally, the dashboard aligns perfectly with the ESG Agenda, addressing environmental, social, and governance dimensions. It promotes sustainable practices, operational efficiency, and meeting community needs. This approach is crucial for complying with regulations and contractual goals, demonstrating the company's commitment to responsibility and sustainability. In summary, the development of the service order management dashboard for BRK Ambiental represents a strategic solution to achieve the established goals in basic sanitation, improve service quality, and align with the principles of the ESG Agenda, contributing to a more responsible and sustainable future.