Melhorias na qualidade do processo de automatização no serviço de emissões de autorização para o transporte escolar

Abstract

School transport is a service that assists in the functioning of society, which requires specific authorization for its operation. However, there are several criticisms made by school transporters regarding the difficulty in issuing permits, in addition to the need to carry out several trips between companies and public offices to obtain their authorization. This work aimed to analyze the process of automating the regularization of school transport in the State of Espírito Santo in progress and the quality perceived by service users, as well as their needs in order to support the decision-making process of the State Traffic Department do Espírito Santo. In methodological terms, semi-structured interviews and surveys were used as a data collection instrument, as well as organizational management methods such as BPMN, SERVPERF and the Quality Function Deployment (QFD). From the analysis of the data, it was possible to understand the procedure for issuing authorizations, to identify the dysfunctions and possible points for improvement through a group interview directly interested in the service provided. As a result of the research, it was possible to identify that the training of civil servants and the automation of the process will result in the greatest gain in quality in the public service of emissions permits for school transport. From these results, a technical product was created, entitled: Automation process in authorization service for school transport, in search of the best service provision service