A qualidade no serviço público – um estudo de caso sobre a Defensoria Pública do Estado do Amazonas

Abstract

The search for quality has been gaining prominence in organizations. O service to the public, as well as its particularities, has been occupying a place of importance within organizations, considering that quality is the result of work carried out in the best way. In this sense, the research had The objective is to analyze the level of quality of services provided by the public sector, It is necessary to understand what quality is and what means are used to ensure good service. This research is classified as qualitative documentary character, where data were extracted from the company's internal documents public institution, important for the purpose of this study. The data collected from interviews with 160 users, show that the institution has good rates of satisfaction, explained in the graphs. It appears, therefore, that the institution Concerns with quality, seeking to improve the provision of public services.