A MANAGEMENT MODEL OF THE RELATIONSHIP BETWEEN CITIZENS AND PUBLIC ADMINISTRATION

ABSTRACT

The evolution of the movement known as New Public Management has increased pressure on state bureaucracies to analyze the citizens as customers. In recent years, the measures implemented by governments to make the administration more focused on the citizens contemplated specific and non-integrated actions to improve quality, efficiency and accessibility of the services offered. In this context, the article aims to propose a management model of the relationship between citizens and the public administration in the public service based on factors of Relationship Marketing process that, in the perception of public officials and the general public, are considered essential. The method used consisted of an exploratory-descriptive research with a mixed approach. First, a qualitative phase was consisted of interviews with 11 managers of public service responsible for the different channels of providing services to the citizens of the State of Minas Gerais, with the objective of identifying key factors in their perception. Based on the methodology of Grounded Theory and on content analysis supported by Atlas TI the following key factors were identified as the ones to be included in the model: strategy; information management; multichannel integration; relationship programs; structure; information technology and performance evaluation. Later, during the quantitative phase, 354 citizens who used a service unit of the government completed a questionnaire survey. In the citizens view, from an Exploratory Factor Analysis, the following important dimensions to enhance their relationship with the government were identified: Monitoring of service; Consolidation of service channels; Employees; Way of attendance; Rewards; and Diversification of the service channels.

Keywords:
Marketing Relationship; Citizen-client; Citizens Relationship Management; CzRM