Nos últimos anos, diversos estudos buscaram analisar de que forma o processo de Inteligência e o de Gestão do Conhecimento são compreendidos e aplicados no contexto da Gestão Pública. Entretanto, estudos apontam que não há um consenso sobre o conceito de Inteligência no contexto público, alguns se referem à Inteligência vinculada apenas a questões de segurança de Estado, outros em relação à busca da eficiência na atividade pública. O processo de Gestão do Conhecimento, por sua vez, tem sido descrito como de muita importância no desenvolvimento da atividade pública, mas ainda carece de estudos sobre os pressupostos inerentes e específicos de sua aplicação no contexto público. Através da revisão da literatura, não se identificam estudos que tenham explorado a aproximação conceitual dos processos de Gestão do Conhecimento e Inteligência aplicados à Gestão Pública. Assim, no sentido de contribuir para esta problemática, este estudo objetiva analisar como os Gestores Públicos aplicam os princípios de Gestão do Conhecimento e de Inteligência para uma maior qualidade na tomada de decisão do gestor público e para a eficiência e eficácia no desenvolvimento da atividade pública. Para tal, optou-se pela abordagem qualitativa e exploratória, com a realização de entrevistas semiestruturatadas e posterior adoção de duas técnicas de análise de dados qualitativos: Análise de Conteúdo e Análise Comparativa Qualitativa com utilização de Conjuntos Fuzzy (fsQCA). A partir da análise de conteúdo dos dados obtidos através das entrevistas, foi possível a identificação de condições a serem utilização na aplicabilidade da técnica fsQCA, oportunizando a identificação de caminhos possíveis para maior qualidade na tomada de decisão e para a eficiência e eficácia no desenvolvimento da atividade pública. Constatou-se, através dos resultados, a existência da complementariedade conceitual entre os princípios de Gestão do Conhecimento e Inteligência na perspectiva dos Gestores Públicos Observou-se, também, que os gestores públicos reconhecem a importância dos processos de Gestão do Conhecimento e de Inteligência junto à Gestão Pública, bem como, identificam tais processos como condições necessárias para a maior qualidade na tomada de decisão e para eficiência e eficácia no desenvolvimento da atividade pública. Em relação às contribuições teóricas, este estudo colaborou para o avanço de pesquisas sobre Gestão do Conhecimento e Inteligência no contexto de Gestão Pública. Ainda, a utilização complementar da Análise de Conteúdo e da fsQCA se demonstrou interessante para o desenvolvimento de pesquisas qualitativas, possibilitando a complementação e validação da análise realizada. / In the last years several studies have sought to analyze how the process of Intelligence and Knowledge Management are understood and applied in the context of Public Management. However, studies indicate that there is no consensus on the concept of Intelligence in the public context, some refer to Intelligence linked only to state security issues, others in relation to the search for efficiency in public activity. The Knowledge Management process, in turn, has been described as of great importance in the development of public activity, but still lacks studies on the inherent and specific assumptions of its application in the public context. Through the literature review, we do not identify studies that have explored the conceptual approximation of the Knowledge and Intelligence Management processes applied to Public Management. Thus, in order to contribute to this problem, this study aims to analyze how the Public Managers apply the principles of Knowledge Management and Intelligence for a higher quality in the decision making of the public manager and for efficiency and effectiveness in the development of public activity . For this, the qualitative and exploratory approach was chosen, with semi- structured interviews and subsequent adoption of two qualitative data analysis techniques: Content Analysis and Qualitative Comparative Analysis using Fuzzy Sets (fsQCA). From the content analysis of the data obtained through the interviews, it was possible to identify the conditions to be used in the applicability of the fsQCA technique, allowing the identification of possible paths for higher quality decision making and for efficiency and efficacy in the development of the public activity. The results showed the existence of a conceptual complementarity between the principles of Knowledge Management and Intelligence from the perspective of Public Managers. It was also observed that public managers recognize the importance of Knowledge Management and Intelligence processes together with the Public Management, as well as, identify such processes as necessary conditions for the highest quality in decision making and for efficiency and effectiveness in the development of public activity. Regarding the theoretical contributions, this study collaborated to advance research on Knowledge Management and Intelligence in the context of Public Management. Furthermore, the complementary use of Content Analysis and fsQCA has been shown to be interesting for the development of qualitative research, making it possible to complement and validate the analysis performed.

Práce je zaměřena na metody zlepšování kvality ve veřejné správě. První část je věnována modelu CAF - jeho výkladu a zavádění především do místní veřejné správy. Druhá část je orientovaná na implementaci tohoto modelu hodnocení v Čechách a na území Evropy.

This is a thesis about managing multiplicity. It analyses how people working in municipalities are managing, controlling, and caring for the complex and contradictory world they live in. Building on more than 100 interviews and observations, the thesis examines the multiple realities of those who work in public sector organisations. By studying (1) the work of managers on different organisational levels, controllers, professionals responsible for the care of others and, to a lesser extent, politicians; (2) the management control systems that are used in the work, and (3) the ongoing debates and legislations directed towards the management of care practices, the thesis makes an effort to analyse how the realities of these individuals; those active in controlling and caring, are constructed. The thesis makes several contributions to the literatures on management control and public management. Where earlier studies are either based on a functionalist conception of management control and public management (in which performance measures and control systems are tools in the hands of managers, that enable them to control other practices), or focused on understanding how control contributes to the construction of reality (making reality ontologically coherent, and therefore controllable), the present thesis argues that management can be approached and analysed as a practice devoted to managing ontological multiplicity, rather than as an activity devoted to control other practices or making reality controllable. By using the concept of ontological politics, the thesis shows that control often fails to make reality controllable, which makes the practice of management reliant on alternative ways to manage. The alternative to control that is analysed in the thesis is care, and the thesis argues that care could be seen as a way to manage, rather than as something that should be controlled: care is complementary to control when it comes to management. The thesis explicates how management by care is done in relation to management by control, and how they may become resources for each other in managing the complex and contradictory public sector. / <p>At the time of the doctoral defense, the following papers were unpublished and had a status as follows: Paper 2: Accepted. Paper 3: Manuscript. Paper 4: Manuscript.</p>

Neste trabalho é apresentado um modelo de automação a ser implementado em serviços da administração pública, com vistas a agilizar os trâmites da burocracia necessária a sua realização, contribuindo para uma mudança da visão dos usuários a respeito da divulgada morosidade administrativa. Com este propósito, o objetivo do modelo é diminuir o tempo entre a coleta de dados, a tabulação e a tomada de decisão por parte do administrador público. O conceito de automação utilizado é o apresentado por Cícero Couto de Moraes e Plínio Benedito de Lauro Castrucci, entendendo-se a propriedade de sua adoção na administração pública pela via do desenvolvimento de processos. A metodologia apresentada propõe desenvolvimento paralelo e concomitante de ações, ainda que considerando a forma serial com que estas são realizadas na atual administração pública, organizada em esquema piramidal. Além disto, o modelo baseia-se na implantação de um sistema de gestão de um banco de dados alimentado pelos diversos atores que exercem as mais variadas atividades do processo, dispensando a assinatura formal em todos os documentos e requisitando, apenas, a identidade eletrônica dos envolvidos. Um outro diferencial é a acessibilidade possibilitada a todos os funcionários envolvidos, independentemente de seu grau de instrução. Este trabalho apresenta as diretrizes norteadoras do modelo de automação proposto e sua logística de implantação, citando as diversas tecnologias existentes e possíveis de serem aplicadas na automação dos serviços da administração pública; exemplifica a possibilidade de automação na administração pública com a sistemática de trabalho implantada no Departamento de Edificações do Município de São Paulo. A metodologia proposta revela a ocorrência de reduções consideráveis nos prazos e custos finais dos serviços executados, na confiabilidade dos resultados, na qualidade da apresentação do produto final de forma padronizada e, principalmente, no poder de gestão que o processo propicia aos gestores de todos os níveis hierárquicos. Outra grande vantagem do sistema é que ele se adapta a qualquer situação de trabalho, seja ela técnica ou administrativa, interpondo dados de áreas afins, sempre que necessário, e proporcionando resultados que podem ser utilizados desde a gestão superior até sua disponibilização para a população, via Internet ou sala de situação. Além disto, a atualização automática de dados possibilita agilidade em possíveis correções de rumo, aspecto especialmente valioso em momentos críticos da administração, como situações de calamidade, em que as respostas devem ser rápidas em função dos problemas apresentados e das cobranças realizadas pela imprensa e pela população, em geral. / In this paper is presented a model of automation to be implemented in government departments, in order to streamline the procedures of the bureaucracy necessary to their achievement, contributing to a change of view of users regarding administrative delays disclosed. For this purpose, the objective of the model is to decrease the time between data collection, tabulation and decision-making by the public administrator. The automation concept used is shown by Cícero Couto de Moraes and Plínio Benedito de Lauro Castrucci, understanding the property of their adoption in public administration through the development process. The methodology presented proposes developing parallel and concurrent actions, even considering the serial manner in which they are carried out in the current administration, organized pyramid scheme. Moreover, the model is based on the implementation of a management system a database fed by several actors who carry out various activities in the process, dispensing with the formal signing of all documents and requiring only the identity of the electronic involved. Another difference is made possible accessibility to all employees involved, regardless of their level of education. This work presents the guiding directives of the model proposed automation and logistics deployment, citing the various existing and possible technologies to be applied in the automation of government services; exemplifies the possibility of automation in public administration with the work system deployed in Departamento de Edificações de São Paulo. The proposed methodology reveals the occurrence of significant reductions in time and final costs of the services performed, the reliability of results, quality of presentation of the final product in a standardized, mainly in the power management process that provides managers of all hierarchical levels. Another great advantage of the system is that it adapts to any work situation, be it technical or administrative, filing data from similar areas, where necessary, and providing results that can be used from top management to make it available to the public, by the Internet or through a situation room. In addition, automatic updating of data allows flexibility in possible course corrections, especially valuable aspect of the administration at critical moments, such as disaster situations, in which responses should be faster depending on the problems presented and the charges made by the press and population in general.

<p>Service är ett svårdefinierat ord och upplevs på olika sätt beroende på situation och person. Service kan också yttra sig, och erbjudas på olika sätt beroende på organisation. Tanken med uppsatsen var att undersöka hur service genom personlig kontakt upplevs i en offentlig organisation, där service kanske inte direkt förknippas med just den organisationen, nämligen Skatteverket. </p><p>Undersökningen genomfördes på Skatteverkets lokalkontor på Södermalm i Stockholm under våren 2004. Större delen av materialet samlades in på plats genom enkäter, som besökarna besvarade. Vi genomförde också intervjuer med informationschefen, samt använde oss av tryckt material, som tidigare forskning och olika policydokument från Skatteverket. </p><p>Använda teorier beskriver inledningsvis hur den traditionella offentliga förvaltningen är konstruerad och hur den har influerats av olika tankesätt från bl.a. den privata sektorn. Detta har medfört att nya arbetssätt har anammats från privata organisationer, begreppet kallas New Public Management. Vidare beskriver vi vad en tjänst är, hur den kan upplevas av kunden och att det är flera faktorer tillsammans som bygger upp själva tjänsten. Förutom detta påverkar också kundens tidigare erfarenhet och förväntningar hur denne slutligen kommer att uppleva tjänsten.</p><p>Undersökningen visar att Skatteverket, av besökarna, ses som en indrivande och kontrollerande myndighet utan flexibilitet. Därför har besökarna svårt att se de olika serviceåtgärder Skatteverket har gjort för att förbättra sin service. Dessutom anser många att de inte har någon möjlighet att påverka servicen. Vad det gäller det personliga mötet mellan tjänstemän och besökare har Skatteverket lyckats väldigt bra då många besökare var nöjda. Den allmänna bilden av Skatteverket, som helhet, måste förbättras om de vill framstå som en serviceorganisation.</p><p>Resonemang leder in på frågan om en myndighet som Skatteverket kan förena service med kontroll. Detta kan man se ur två synvinklar. Ur medborgarnas synvinkel kan det vara svårt att uppleva Skatteverket som serviceinriktade då det egentligen inte finns någon anledning för dem att vara det. Verksamheten bygger på att administrera skattesystemet, att erbjuda bra service är inte en nödvändighet för detta arbete. Ur ett annat perspektiv kan det vara riskfyllt att säga sig vara en serviceorganisation om förväntningarna sedan inte kan infrias. Det viktiga i relationen mellan medborgare och myndigheten kanske är att Skatteverket står för kompetens, vilket medför att medborgaren kan känna sig trygg i relationen. Om besökaren vid besöket upplever kontakten som positiv, vad gäller bemötande, skulle det mer ses som en bonus. </p>

<p>Abstract</p><p>C-level essay in political science, by Frida Orlinder, spring semester 2008</p><p>Supervisor: Susan Marton</p><p>“Good contracting? – A study of contracting in public procurement regarding the transportation of school children”</p><p>Over the last decades models influenced by the market have been gaining influence in public administration all over the world. New Public Management has been presented as a theoretical ‘shopping basket’ from which concepts can be applied to the administration of municipal services. The purpose of this essay is to investigate in an explorative way how New Public Management (NPM) views contracting and the role of the internal customer in contracting. Based on the normative approach of NPM it would also be possible to distinguish features of ‘good’ contracting. The study will result in a thematic model that will be applied to an empirical example; namely the case of transportation of school children in Grums kommun. The methods applied for this study will be scientific literature, public documents, and interviews.</p><p>The study is guided by two overarching research questions:</p><p>1. How is good management of contracting, from the internal customer, manifested according to NPM (in the literature that has been studied)?</p><p>2. Did Grums Kommun, as an internal customer, meet these criteria for good contracting in their 2006 public procurement of the transportation of school children?</p><p>The results of the study show that good management of contracting from the internal customer manifests itself through competition, targeting and monitoring of results. Grums Kommun, as an internal customer, has not met the NPM criteria of good contracting fully. By answering the purpose the author hopes to contribute to more knowledge on New Public Management, and to give further theoretical approaches to the subject of outsourcing.</p>

Background: In Sweden, air traffic control is currently performed in a mo-nopoly with the state owned Luftfartsverket as the only sup-plier. A deregulation process has been initiated with the ration-ale of cost reductions, both for airports and airline passengers. Problem and purpose: Economic arguments have been predominant for this potential deregulation and the underlying assumptions are that private al-ternatives would improve efficiency and reduce costs. This has lead the authors to identify what private alternatives would do differently than the current public operator in order to offer these benefits. Method: To fulfill the purpose the authors have used a qualitative ap-proach based on interviews with the current public operator as well as a new potential private alternative. In addition to this, interest organizations and regulative agencies have been con-tacted and secondary data incorporated to provide a holistic perspective. Conclusion: The authors have identified differences in activities between a public and private alternative that would create an advantageous effect on the market. They are: a different management of re-tirement funds, prolonged retirement age, new compensation system, altered recruitment policy, a full utilization of staff and a seizing of non-value adding activities.

With the emergence of New Public Management in the 1980s, Western public sectors saw a gradual shift in logics of work control from professionalism to managerialism. For public sector organizations to attain legitimacy in this new climate, their organizational structures have been aligned according to extant societal expectations of managerialist efficiency. In addition to structure, organizations are also asked to have an organizational image that appeals to the same societal expectations if legitimacy is to be achieved. The pursuit of legitimacy is an aspect that connects image and structure but this has been neglected in previous research. Against this, the purpose of the present thesis is to explore whether and how changes in organizational image covariate positively with shifts in organizational structure. In order to investigate this, an organizational discourse analysis has been conducted on a sample of Swedish hospitals’ webpages in 2005 and 2013 as a way to learn more about the distribution of professionalism and managerialism in these entities’ images. The results indicate that the two logics of work control have increased between the studied years but managerialism displays a slightly bigger growth. Nevertheless, a blend of professionalism and managerialism is what is most apparent in the organizational images of the sampled hospitals in both 2005 and 2013. While previous literature has argued that organizational structures have shifted decisively towards managerialism, this thesis indicates that the change has been more nuanced when it comes to organizational images.

Kommunala förskolan förutsättningarna har förändrats i och med införandet av nya styrformer som brukar sammanfattas under namnet New Public Management. Kraven på de anställda har ökat liksom stress och arbetsrelaterad psykisk ohälsa. Arbetspsykologiska stressmodeller förklarar stress utifrån olika antaganden om obalanser mellan t.ex. krav och resurser eller krav och kontroll. Den här studien syftade till att undersöka konkreta upplevelser av arbetsstress hos förskollärare i den kommunala förskolan. Deltagare var 8 kvinnliga förskollärare från en kommun som utifrån en Critical Incident Technique inspirerad intervjuguide djupintervjuades. Databearbetning genom kvalitativ innehållsanalys identifierade tre teman: förändrade förutsättningar i förskolan, underbemanning och arbete med människor. Resultaten visar att förskollärarnas stress är förknippad med upplevelsen av obalans mellan arbetskrav och otillräckliga resurser. Denna balans mellan krav och resurser beskrivs med hjälp av The JDR Model som innebär att stress uppstår när kraven är för höga i relation till de resurser som finns att tillgå.

Syftet med studien är att undersöka hur införandet av ett nytt IT-stöd upplevs inverka på styrning och praktik inom kontoren som beslutar om insatser till personer med funktionsnedsättning. Studien tar sin utgångspunkt i nyinstitutionell teori och idéer om förändringar i offentlig sektor i linje med teoribildningen New Public Managemnt. Med hjälp av New Public Management vill vi förstå styrningen inom kontoren och hur den fungerar. Denna teoribildning är inspirerad av näringslivets struktur och har kommit att påverka den offentliga sektorn från 1980-talet och framåt. Skaparna hävdade att dessa idéer ökar legitimiteten och effektiviteten. Utifrån syftet skapades tre frågeställningar. Hur upplever chefer och handläggare styrningen och hur har styrningen inverkat på styrningen och praktiken inom kontoren? Hur beskriver de intervjuade cheferna och handläggarna att kundbegreppet blivit en del av verksamheten i och med IT-stödet? Vilka motiv beskriver de intervjuade cheferna och handläggarna fanns till införandet av IT-stödet? Studien har en kvalitativ ansats där det har genomförts sex semi-strukturerade intervjuer på kontor inom den valda kommunen. Resultatet visar att IT-stödet inverkar på styrningen och praktiken, den ger handläggarna merarbete i form av ökad dokumentering och komplettering av uppgifter, istället för att direkt vara ett stöd. Genom IT-stödet har kundbegreppet blivit en del av intervjupersonernas vokabulär, men det används inte i det dagliga arbetet utan ses mer som en samhällsutveckling. Motivet till införandet beskrivs vara tillgänglighet, ökad medvetenhet hos kunder, och en allmän samhällsutveckling. Studien bekräftar tidigare forskning men visar även på en löskoppling mellan chefer och handläggare. Tidigare studier har fokuserat på att studera en nivå inom organisationer, men i den här studien har det skett en jämförelse mellan två nivåer. I och med resultaten går det att konstatera att det skiljer sig mellan hur nivåerna upplever IT-stödet. Det går dock inte att säkerhetställa huruvida chefernas upplevelser är korrekta eller om det är svar som de förväntas ge i förhållande till de formella motiv som beskrivs. En sådan politisk korrekthet kan förstärka löskopplingen mellan det formella och det praktiska.