HUMAN RESOURCE MANAGEMENT AND ITS IMPORTANCE FOR THE PERFORMANCE OF PUBLIC SERVICES

Abstract

The concern with adding value, quality, efficiency, and effectiveness to public services and promoting the complete satisfaction of citizen-users of these services led to the emergence of the New Public Administration (NPA), which brought with it great challenges for the current administration, such as the pursuit of Total Quality in the public sector. It is noteworthy that, to achieve this, it is fundamental that the agents involved in these processes are prepared, agile, competent, and motivated. Corroborating the proposal of quality, efficiency, and effectiveness, and with the aim of contributing to the elucidation of the importance of the public manager's role in the provision of public services, this work aims to analyze the influence of human capital and motivational factors in achieving the goals proposed by the NPA, to establish the distinction between administration in the public and private sectors, and to outline the profile of the ideal manager – the leader – in dealing with human resources within the scope of public management.