Aspectos da prestação de serviços do departamento de registo e controle acadêmico – DERCA/unifap

Abstract

The quality in the provision of institutional services is a topic that has been widely discussed within the scope of public and private administration. In the Federal Institutions of Higher Education - IFES, the performance of each unit that composes the organizational structure of the institution becomes important for the viability of the necessary means to provide services offered to the public in an effective and continuous way. Thus, in the field of the theme addressed on the quality of services provided by the public administration, this work had as main objective to analyze the performance of the activities of the Department of Academic Registration and Control - DERCA, at the Federal University of Amapá - UNIFAP, aiming to interpret the limitations present in the provision of services by this department in order to propose adequate means to overcome them and thus improve the degree of satisfaction to the public served. The methodology used took place in two phases, the first consists of bibliographic research, of an exploratory nature, based on specific and classic literature in the area and other digital materials, taken from the academic google site and periods, such as (monograph and scientific articles). In view of this, it is necessary to carry out the changes that DERCA has been going through (infrastructure expansion) and in its structure (academic, physical, internal and external communication, etc.). Even with the number of students enrolled, DERCA maintains the quality of its service. The results of this work brought administrative flexibility for the proper functioning and service to users of this Department of Academic Registration and Control (DERCA).