MAPEAMENTO E ANÁLISE DE PROCESSOS: UM ESTUDO DE CASO NO SETOR PÚBLICO

Abstract

Process management has consolidated as a fundamental tool to promote efficiency, transparency and legal compliance in the public sector. This paper aims to map and analyze the process of formalization and monitoring of agreements in the agreements sector of the City Hall of Eastern Mato Grosso do Sul. The research is characterized as a case study, of qualitative and descriptive nature, based on documentary survey, direct observation and semi-structured interviews with public servants. The mapping was carried out using BPMN notation, allowing the identification of bottlenecks, rework and weaknesses in partnership monitoring. The results indicate that the process presents excessive documental rework, lack of specialized human resources, insufficient monitoring and limited intersectoral communication. As improvement proposals, document standardization, staff reinforcement, implementation of electronic systems and greater integration between secretariats are highlighted. It is concluded that process mapping represents a viable tool to improve administrative efficiency and strengthen municipal public governance.