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Item Design de serviços públicos à luz da centralidade do usuário na intermediação de mão de obra no SINE-PBH(Fundação João Pinheiro, 2021-03-19) Oliveira, Manoel Messias Tolentino de; Cruz, Marcus Vinícius Gonçalves da; http://lattes.cnpq.br/3678172153181366; Dufloth, Simone Cristina; http://lattes.cnpq.br/6166815079725368; Dufloth, Simone Cristina; Cruz, Marcus Vinícius Gonçalves da; Ferraz, Leonardo de Araújo; Lima, Reginaldo de Jesus CarvalhoThis dissertation applies the principles, tools and prescriptions of Service Design, aiming to answer how this approach can contribute to the analysis and proposition of public services centered on the citizen. Qualitative research was carried out in the labor intermediation serviceof the Sistema Nacional de Emprego (SINE) and offered by the BH Resolve agency, which is part of the organizational structure of the Municipality of Belo Horizonte. The research included interviews with managers and agency attendants, open questionnaires applied to members of the Conselho Municipal do Trabalho, Emprego e Renda de Belo Horizonte (CMTER) and direct observation. From the data analysis, artifacts related to the user journey and the service ecosystem were elaborated, in addition to indicators to measure the centrality of the citizen. The results of the study revealed misalignments between what is offered and the realities and needs of the public and, with the findings of the study, improvements were suggested for greater convergence of the service to its users. Given this, Service Design proved to be a promising way to design and realign citizen-centric public services.Item A guarda municipal de Belo Horizonte no processo de descentralização da política de segurança pública para os municípios brasileiros(Fundação João Pinheiro, 2012-09-28) Silva, Laura Angélica Moreira; Batitucci, Eduardo Cerqueira; http://lattes.cnpq.br/9562452176702956; Cruz, Marcus Vinicius Gonçalves; Fonseca, Marcos Luiz de BretasHaving the backdrop of the debate about the Brazilian federalism, this paper discuss the conformation and activity of the Municipal Guards in the country, in terms the public security policy proposed by the Union, and in specific character as the Municipal Guard of Belo Horizonte falls in this debate. The hypothesis that guides this it's that the provision of security, through the Municipal Guards, both nationally and in Belo Horizonte, is not an uniform action and mainly depends on the will of the local Executive and demands present in each municipality. The theoretical framework of this paper discusses federalism, decentralization, public security policy and Municipal Guards. As a method to achieve this goal, besides the literature review was conducted structured interviews with the managers and municipal guards who work in the Guard of Belo Horizonte and used secondary data to i) analyze the dispersion of the regions of the Municipal Guards federation and also by population, in order to characterize and analyze the training received, type of weapon used and the training commander and ii) analyze the interventions by the Municipal Guard of Belo Horizonte. The conclusion is that, even with positive and negative incentives proposed by the Union, the role of the Municipal Guard is quite discontinuous and heterogeneous in the country depending on the initiative of the mayor to institute and proceedwith this security policy at the municipal level. The Guard of Belo Horizonte follows the national scene and has a secondary role due to the absence of a demand itself, acting on the basis of a partnership mainly with the Military Police of Minas Gerais, in preventive, within the municipal services.