A problemática da segurança social: avaliação do desempenho e da efectividade na prestação de serviços

Abstract

The present work with the theme “The Social Security Problem: The Question of Performance and Effectiveness in the Provision of Services” was carried out at the National Institute of Social Security (INSS), Maputo Delegation. The work aims to assess the performance and effectiveness of the Social Security System, in an approach aimed at customer satisfaction. The results of the investigation revealed an institutional weakness characterized by excessive bureaucracy, the inefficiency of human, material and financial resources, the lack of attribution of a greater voice and spirit of institution-client dialogue, lack of computerization and the weakness of disclosure of the system, lack of of coordination with institutions and partners and the lack of visibility of the effects of the investments made, are pointed out as some of the reasons that hinder the institution's performance and ineffectiveness in customer satisfaction. The study recommends, with a view to improving performance, investment in the quality of human resources; collaboration between the delegation and business structures and with structures at the local level in peripheral neighborhoods; coordination and communication between the institution and its social partners, computerization of the system, regular accountability and incentive to enroll in other complementary insurance systems.