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Magister Philosophiae - MPhil / South Africa

[pt] Esta dissertação teve como objetivo principal verificar a aplicabilidade da metodologia de análise de envoltória de dados - DEA (Data Envelopment Analysis) - ao setor de saneamento, avaliando a eficiência das 71 maiores empresas prestadoras de serviços de água e esgoto no Brasil, segundo o número de ligações ativas de água. Adicionalmente, foi gerada uma ordenação das empresas segundo suas eficiências relativas e procurou-se indicar o aumento mínimo necessário, em cada tipo de produto, que as empresas consideradas ineficientes teriam que realizar para se tornarem eficientes. O trabalho apresenta um breve histórico do setor de saneamento no País, desde o início das primeiras empresas até o projeto atual de modernização. Descrevem-se também os conceitos e modelos básicos da DEA, necessários para entendimento do texto. A DEA foi aplicada aos dados do Sistema Nacional de Informações sobre Saneamento. Os resultados são interpretados buscando-se ressaltar o potencial da metodologia para obtenção de indicadores de desempenho úteis para órgãos formuladores de políticas públicas e agências de financiamento. Análises adicionais foram feitas buscando testar a validade dos modelos, detectar a presença de economias de escala e avaliar a robustez dos resultados. Concluiu-se que a metodologia pode ser adequadamente empregada para análise do setor e auxiliar as políticas de concessão de financiamentos, oferecendo indicações iniciais para o estabelecimento de metas para melhorias. / [en] This thesis seeks to test the applicability of the DEA (Data Envelopment Analysis) methodology for assessing the managerial efficiency of Brazilian water and sewage companies. This objective was pursued by evaluating the efficiency of the 71 largest companies of water services in Brazil, in terms of the number of properties served. Additionally, the companies were ranked according to their relative efficiency, and for each inefficient company it was estimated how much increase in each one of the outputs would be necessary for rendering it efficient. The text presents a brief history of the sanitation sector in Brazil, and reviews the basic DEA concepts and models necessary for understanding the analyses.The DEA was performed on the data collected by the Sistema Nacional de Informações sobre Saneamento (Brazilian National Sanitation Information System). The results were interpreted stressing the potential of DEA for generating performance indicators useful for public policies and funding agencies. Further analyses were made in order to test the validity of the model, detect likely economies of scale and to assess the robustness of the results.The results suggest that DEA can be adequate for analyzing the target industry, and for contributing to public policy formation and funding decisions by offering relevant indicators for setting improvement goals.

The diploma thesis deals with the analysis of complaints from drinking water customers, particullary about water quality. Within the theoretical part, it presents both the view of the customer of the drinking water and the view of the operator of the water supply system. It also presents possible ways to use drinking water customers complaints as indicators of water system service quality. Further, the thesis focuses on the satisfaction of customers and their trust in the operators of water supply systems. An analysis of complaints of drinking water users on the quality of water that has been received by the operator during the last five years has been performed as part of the case study in the practical part of the thesis. The cases are interpreted in context of the conditions at the given site of the water supply network.