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Publication
Processo de Modernização Administrativa em Angola: Estudo de Caso Guiché Único da Empresa
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Advisor(s)
Abstract(s)
O presente trabalho tem como objectivo compreender o processo de modernização
administrativa em Angola. Para o efeito, definimos como perguntas de partida: “Como tem sido
o processo de modernização administrativa no sector público, na interface entre o Estado e o
cidadão?” e, por outro lado, “De que forma as mudanças implementadas no GUE podem
satisfazer as expectativas dos seus clientes?”. Numa perspectiva empírica, foi realizado um
estudo de caso no Guiché Único da Empresa (GUE), uma Instituição pública angolana,
vocacionada para a constituição de empresas e actos afins. Para a recolha de dados, procedeuse
a uma triangulação de métodos, utilizando, inicialmente, uma abordagem qualitativa, através
de observações sistemáticas, realização de entrevistas a três responsáveis hierárquicos, a
aplicação de um questionário a 90 funcionários e o acompanhamento de clientes na constituição
das suas empresas. Todo este processo permitiu compreender a perspectiva que os funcionários
tinham sobre a modernização da instituição, considerando-a moderna, rápida e simples, aberta
a novas mudanças e melhorias. Posteriormente, utilizou-se uma abordagem quantitativa, com a
utilização de resultados de um estudo semelhante realizado à mesma instituição. Esta técnica
permitiu compreender o nível de satisfação dos utentes com os serviços prestados pelo GUE.
Assim sendo, a modernização visa, por um lado, melhorar o relacionamento do Estado com a
Sociedade e, por outro lado, satisfazer as necessidades desta. Com isso, a triangulação
metodológica e de dados permitiram analisar, compreender o processo de modernização da
organização e GUE. Os resultados revelam que, apesar de o GUE ser uma instituição moderna
e que exerce algum impacto positivo a nível social e económico na sociedade angolana, existem,
ainda, necessidades de melhoria a nível da estrutura interna, particularmente aspectos ligados à
tangibilidade.
The purpose of this paper is to understand the process of administrative modernization in Angola. To the end, we define as starting questions: “How has been the process of administrative modernization in the public sector, at the interface between the State and the citizen?” and, on the other hand, “How can the changes implemented in the GUE meet the expectations of its clients?”. From an empirical perspective, a case study was carried out at Guiché Único da Empresa (GUE), an Angolan public institution, designed to start companies and related events. For the data collection, triangulation of methods was done, initially using a qualitative approach, through systematic observations, interviews with three hierarchical managers, the application of a questionnaire to 90 employees and the follow-up of clients in the constitution of the their companies. This process allowed to understand the perspective that the employees had on the modernization of the institution, considering it modern, fast and simple, open to new changes and improvements. Subsequently, a quantitative approach was used, using the results of a similar study carried out with the same institution. This technique allowed to understand the level of satisfaction of the users with the services provided by the GUE. We concluded that the modernization aims, on the one hand, to improve the relationship of the State with the society and, on the other hand, to meet its needs. Methodological and data triangulation allowed to analyse, to understand and to find evidence that the GUE is a modern institution and that it brought some positive impact in social and economic levels in the Angolan society. However, there are a few aspects to improve in the internal structure of the institution. The results show that, although the GUE is a modern institution and has some positive social and economic impact on Angolan society, there is still a need for improvement in the internal structure, particularly terms of tangibility.
The purpose of this paper is to understand the process of administrative modernization in Angola. To the end, we define as starting questions: “How has been the process of administrative modernization in the public sector, at the interface between the State and the citizen?” and, on the other hand, “How can the changes implemented in the GUE meet the expectations of its clients?”. From an empirical perspective, a case study was carried out at Guiché Único da Empresa (GUE), an Angolan public institution, designed to start companies and related events. For the data collection, triangulation of methods was done, initially using a qualitative approach, through systematic observations, interviews with three hierarchical managers, the application of a questionnaire to 90 employees and the follow-up of clients in the constitution of the their companies. This process allowed to understand the perspective that the employees had on the modernization of the institution, considering it modern, fast and simple, open to new changes and improvements. Subsequently, a quantitative approach was used, using the results of a similar study carried out with the same institution. This technique allowed to understand the level of satisfaction of the users with the services provided by the GUE. We concluded that the modernization aims, on the one hand, to improve the relationship of the State with the society and, on the other hand, to meet its needs. Methodological and data triangulation allowed to analyse, to understand and to find evidence that the GUE is a modern institution and that it brought some positive impact in social and economic levels in the Angolan society. However, there are a few aspects to improve in the internal structure of the institution. The results show that, although the GUE is a modern institution and has some positive social and economic impact on Angolan society, there is still a need for improvement in the internal structure, particularly terms of tangibility.
Description
Keywords
Modernização administrativa Guiché Único da Empresa Mudanças Constituição de empresa Cliente Relacionamento Funcionário-Cliente