Entre demandas e prazos: os desafios das rotinas administrativas dos taxadores da superintendência regional de ensino de Uberaba

Abstract

This management case, developed within the Professional Postgraduate Program in Management and Evaluation of Education (PPGP) at the Center for Public Policies and Evaluation of Education of the Federal University of Juiz de Fora (CAEd/UFJF), aims to analyze the causes of delays and work overload in the administrative procedures of the Payment Sector at the Uberaba Regional Superintendence of Education. Specifically, the study aims to describe the administrative processes developed by the Taxation Supervisors within the Payment Sector of SRE Uberaba, emphasizing the causes of delays and work overload; to analyze how the organization and systematization of administrative processes have been compromising the effectiveness of the work carried out by the sector and, consequently, the overload of the employees involved (tax assessors and Payment Coordinator); and to propose actions aimed at mitigating the delays arising from the systematization adopted by the Payment Sector of SRE Uberaba. The activities carried out in the investigated sector require efficient and effective work methods, which justifies this study, given the need to perform tasks quickly and with the best possible efficiency. This research adopts a qualitative approach, employing different methodological stages, such as documentary and bibliographic research, and data collection through instruments such as a pre-structured discussion guide, focus groups, and interviews with the Payment Coordinator. For the purpose of investigation, the bibliographic research addresses the themes of Public Administration and Bureaucracy, Process Management, Human Resource Management, Knowledge Management in the Public Sector, Information Flows, and Information Technology in Public Management. The main authors used in this research were Gil (2008), Lakatos and Marconi (2017), Minayo (2010), Santos (2017), Santos and Silva (2018), Machado and Silva (2021), Gomes and Lima (2011), Bardin (2016), Coelho (2004), Batista (2020), Chiavenato (2014), among others. With the use of the research instruments mentioned, the results indicated several vulnerabilities within the Payment Sector of SRE Uberaba. The results indicate that communication is a critical point, with failures in information transmission compromising the efficiency and quality of the service. Tools such as email, WhatsApp, and phone have limitations in formal recording and access to information, as well as impairing communication between the Superintendence and the Schools, leading to errors and rework. Managing deadlines is also a challenge, with an overload of demands and lack of proper prioritization, affecting the team's morale and productivity. To improve efficiency, it is essential to automate processes, especially manual calculations, and use platforms like SEI. Continuous training of staff and the creation of manuals for work routines, along with process reviews and setting priorities, are crucial to optimizing service, increasing staff satisfaction, and ensuring better service to the public. Based on this, an Educational Action Plan was proposed, aiming to improve processes and efficiency in the sector through reducing delays and overload, minimizing errors in calculations, and improving communication, among other measures.