Inovação em serviços públicos: estudo de caso no Ministério Público do Estado da Paraíba

Abstract

The objective of this research is to analyze the aspects that influence the innovation processes in the services offered by the Public Prosecutor of Paraíba. Specifically, the objective is to highlight the main innovations made by the Public Prosecutor of Paraíba; investigate the conditions of innovation processes; and identify the barriers that hinder the innovation process. The research strategy was a single case study and data were collected through interviews, document analysis, and observations. Data analysis was performed using content analysis techniques. The results showed that the innovations made by the Paraíba Public Prosecution Service can be classified as incremental, radical, recombination and formalization innovations. Incremental innovations include Administrative Process Virtualization (Virtual MP), Telework, People Management System (GEP), and Pythagoras System. Radical innovation included the Hackfest Programming Marathon. Recombinant innovation has been identified as MP-Procon. Innovation by formalization included the Model Prosecutor's Office. Among the conditions for innovation are the development and training of personnel; teamwork; crisis as an opportunity; leadership support; technology; organizational culture and cost reduction. Political alternation; insufficient resources; bureaucracy; laws and regulations; staff shortages and organizational culture were the main barriers to innovation highlighted. It is assumed that the demonstration of the factors that influence innovation in the institution will guide the work aimed at improving the efficiency of service to the population. Finally, the results may also be useful to other public bodies, especially those in the justice system such as other prosecutors and courts.