São Paulo Transporte S.A. - SPTRANS: modernização do processo de fiscalização para melhoria do desempenho do sistema de transporte coletivo urbano da cidade de São Paulo

• Ano de defesa: 2014
• Autor(a) principal: Laham, Fernanda Gomes Correa
• Outros Autores: Ávila, Cassiano Quevedo Rosas de, Rodrigues, Juliana de Souza
• Orientador(a): Cunha, Maria Alexandra Viegas Cortez da
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Mobilidade urbana; Fiscalização; Gestão pública; Modernização do processo de fiscalização; Processo administrativo de multas; Regime de concessão e permissão de serviço público; Transporte coletivo urbano de passageiros; São Paulo; Serviço público
• Link de acesso: http://hdl.handle.net/10438/12070

This end-of course paper aims to analyze the System of Public Transport Urban Passenger City of São Paulo and propose improvements to it, with regard specifically to the process of enforcement of fines to operators (concession and permission holders) by reason of misconduct in the performance of public services of transportation. In order to do so, the study of public service delivery is proposed, as well as the study of urban mobility policy and the structure of the public transport system in the city of São Paulo. Having defined such concepts, the paper, then, aims to describe in detail the administrative process of enforcement of fines currently practiced by SPTrans – from the assessment of the operator in the field to the trial performed by the Commission of Offences and Penalties - CONIM. Subsequently, we propose a plan for improvement and modernization of SPTrans process of enforcement of fines, aiming to address the problems identified during the elaboration of this paper and achieve the goals that were set out in the Terms of Reference: management strengthening; improve coordination of areas and processes involved; innovate and introduce innovation culture; reducing paper; withdraw employees from mechanical activities and relocate them to creative core business activities; increase internal communication; review procedures; change the organizational culture; improve communication with the user and other stakeholders; increase transparency; agility trial related to enforcement of fines.