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Publication
O Atendimento ao Público nos Destacamentos Territoriais do Comando Territorial de Braga
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Authors
Advisor(s)
Abstract(s)
O presente trabalho está subordinado ao tema: “O atendimento ao público nos
Destacamentos Territoriais do Comando Territorial de Braga” e que visa esclarecer quais os fatores que contribuem para prestação de um atendimento ao público de qualidade.
O atendimento ao público de qualidade é fundamental para a fomentação de uma
boa imagem da GNR na sociedade. Para atingir esse nível de qualidade é necessário que as
instalações da GNR e a predisposição dos militares sejam propícias para a prestação deste serviço.
No seguimento do presente estudo enunciaram-se hipóteses e questões de
investigação que procuraram dar resposta à questão central levantada “Qual a perceção dos militares relativamente ao serviço de atendimento ao público nos Destacamentos Territoriais do Comando Territorial de Braga?”.
De modo a realizar o estudo em questão, efetuou-se uma exaustiva pesquisa bibliográfica, que serviu de alicerce para realizar o trabalho de campo, em que se verificou quais as condições das salas de atendimento ao público, qual a perceção que os militares
têm do serviço de atendimento e qual o índice motivacional para o desempenho da tarefa de atendimento ao público nos Postos Territoriais do Comando Territorial de Braga.
Os resultados posteriores foram alcançados através da observação direta dos militares de atendimento, da aplicação de um questionário aos militares que efetuam atendimento ao público nos Postos Territoriais do Comando Territorial de Braga e entrevistas semiestruturadas ao oficial Comandante da Unidade e aos oficiais Comandantes dos Destacamentos Territoriais.
Em síntese conclui-se que o atendimento ao público é de grande importância para o
fomento da boa imagem da GNR na população e que de acordo com a perceção dos militares que efetuam atendimento nos Postos Territoriais do Comando Territorial de Braga consideram que este tem as condições necessárias para prestar um atendimento com
dignidade ao cidadão, sendo que a questão da garantia da privacidade na hora do atendimento e as condições de acessibilidade a pessoas com deficiência são questões que carecem de melhoria.
Abstract The present work is subordinated to the theme: "The public service in the detachments of the Territorial Command of Braga" which aims to clarify which factors contribute to providing a quality service to the public. A good public service is critical to fostering a good image of the GNR in society. To achieve this level of quality it is necessary that the facilities of the GNR and the willingness of the military personal are conducive to providing this service. Following the present study some hypotheses and research questions were enunciated in order to answer the central raised question: "What is the real perception of the military personal relatively to the public service in the detachments of the Territorial Command of Braga?". In order to conduct the present study, we performed an exhaustive bibliographic research, which has served as the foundation to carry out the fieldwork, where we found out what are the conditions of the service rooms to the public, which is the perception that the military personal has regarding the public service, and, finally, which is the index of motivation of the military personal, when performing the task of serving the public in the Territorial Command of Braga. The results were later obtained not only by direct observation of the military service, but also by the application of a questionnaire, on the military personal performing public service at the Territorial Command of Braga, and by semi-structured interviews to the officer Unit ‘s Commandant and to the officers Territorial Commanders of detachments. In summary it is concluded that the public service is of great importance for promoting the good image of the GNR in the population and, according to the perception of the military personal, who perform this service in the Territorial Command at Braga stations, they consider this to have the necessary conditions to provide a service to citizens with dignity. With regard to the question of ensuring privacy in attendance and the conditions of service and accessibility for people with disabilities are issues that need improvement.
Abstract The present work is subordinated to the theme: "The public service in the detachments of the Territorial Command of Braga" which aims to clarify which factors contribute to providing a quality service to the public. A good public service is critical to fostering a good image of the GNR in society. To achieve this level of quality it is necessary that the facilities of the GNR and the willingness of the military personal are conducive to providing this service. Following the present study some hypotheses and research questions were enunciated in order to answer the central raised question: "What is the real perception of the military personal relatively to the public service in the detachments of the Territorial Command of Braga?". In order to conduct the present study, we performed an exhaustive bibliographic research, which has served as the foundation to carry out the fieldwork, where we found out what are the conditions of the service rooms to the public, which is the perception that the military personal has regarding the public service, and, finally, which is the index of motivation of the military personal, when performing the task of serving the public in the Territorial Command of Braga. The results were later obtained not only by direct observation of the military service, but also by the application of a questionnaire, on the military personal performing public service at the Territorial Command of Braga, and by semi-structured interviews to the officer Unit ‘s Commandant and to the officers Territorial Commanders of detachments. In summary it is concluded that the public service is of great importance for promoting the good image of the GNR in the population and, according to the perception of the military personal, who perform this service in the Territorial Command at Braga stations, they consider this to have the necessary conditions to provide a service to citizens with dignity. With regard to the question of ensuring privacy in attendance and the conditions of service and accessibility for people with disabilities are issues that need improvement.
Description
Keywords
Atendimento ao Público Cidadão Comunicação Qualidade Militar de atendimento
Citation
Publisher
Academia Militar. Direção de Ensino