Você já ouviu falar em classificação de processos e qual a sua importância para a gestão de órgãos públicos?
Antes de entrarmos nos detalhes desse assunto, é importante entendermos o que é um processo.
Etimologicamente falando, trata-se do ato de avançar ou caminhar para frente.
No mundo acadêmico, essa palavra está associada aos seguintes termos e ações:
- método,
- sistema,
- forma de agir,
- conjunto de medidas tomadas para se atingir determinado objetivo.
Por fim, nas tarefas do dia a dia de uma corporação, seja ela pública ou privada, esse termo é conhecido como “workflow”, ou seja, fluxo de trabalho que aumenta a eficiência das atividades de uma equipe.
Neste post, apresentaremos a classificação de processos e sua importância na melhora da eficiência dos serviços prestados pelos órgãos públicos. Continue lendo e conheça detalhes!
Quais os tipos de classificação de processos
A classificação de processos é dividida em três categorias, como veremos na sequência, onde se torna necessário a integração e especialmente o monitoramento de cada tarefa a ser desenvolvida.
As empresas e órgãos ligados ao governo precisam atender a Lei nº 13.460/2017 que prevê a participação, proteção e defesa dos direitos do usuário dos serviços da administração pública.
Além disso, a gestão interna dessas instituições exige organização e o monitoramento das tarefas, garantindo qualidade e eficiência.
Para isso, deve-se conhecer a classificação dos processos, tornando-se possível organizar e oferecer bons serviços ao cidadão e atender com eficiência as atividades do dia a dia da operação. Ela está dividida em:
Processo primário
O processo primário é aquele que gera a informação, produto ou serviço solicitado pelo cidadão.
É conhecido também como processo finalístico, ou seja, o resultado obtido a partir de uma solicitação realizada pela pessoa interessada em algum serviço ou informação.
Processo de apoio
O processo de apoio está diretamente associado ao primário, pois, apesar de não estar ligado diretamente à solicitação do usuário, é fundamental para que se possa atender às demandas.
Trata-se, portanto, das tarefas realizadas para auxiliar e otimizar a execução dos processos primários.
Processo gerenciais
Por fim, existem os processos gerenciais, diretamente ligados à gestão estratégica da administração pública que possibilitam o monitoramento e acompanhamento das atividades desenvolvidas.
Por que a classificação de processos é importante em órgãos públicos?
A classificação dos processos possibilita que todas as tarefas sejam avaliadas e métodos sejam criados para que os resultados sejam positivos.
Essa ação melhora a eficiência, reduz custos e otimiza o tempo e organização das demandas, priorizando-as e classificando-as de modo a atender ao cidadão e a gestão interna da administração pública.
Toda administração de processos precisa oferecer informações sobre:
- o que fazer,
- quando realizar,
- como deve ser feito,
- qual o tempo para o desenvolvimento da atividade,
- qual a próxima etapa a ser realizada.
O papel da tecnologia e da IA no aprimoramento da classificação de processos
O uso da Inteligência Artificial (IA) é uma maneira eficiente, de baixo custo e que oportuniza não só a classificação de processos, como também possibilita o acompanhamento de cada tarefa realizada pelos servidores da administração pública.
A utilização dessas ferramentas evita erros, esquecimentos, perda de materiais e documentos, além de promover o desenvolvimento do fluxo dos processos com agilidade e integridade das informações.
Todos ganham nesse processo, quando o cidadão recebe as orientações adequadas para buscar o que lhe é de direito, os colaboradores conseguem prestar serviços de qualidade e o órgão oferece bons serviços ao seu público, oferecendo transparência, eficiência e capacidade de atendimento.
Como se observa, a classificação de processos e o uso de ferramentas tecnológicas são grandes aliados na gestão de qualidade do setor público.
Agora que você sabe mais a esse respeito, conheça o WORKFLOW, uma solução avançada para a gestão de fluxos e processos, desenvolvida pela NuvGov e que colabora de forma efetiva com a qualidade dos serviços públicos!
(Imagens: divulgação)
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