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CT Prestação de Serviços: inovação no formato dos debates do CBESA

A Câmara Temática de Prestação de Serviços e Relacionamento com Clientes do Saneamento levou para o 28º CBESA, realizado no Rio de Janeiro, de 4 a 8 de outubro, um novo formato de discussão, no qual foram convidados dez especialistas para um workshop que discutiu sobre modelos de contrato e mensuração da qualidade dos serviços. “Tivemos dez convidados envolvidos no debate, entre fornecedores de empresas, prestadoras de serviços e as concessionárias”, explica a coordenadora Samanta Oliveira. Esta inovação, ressalta Samanta, permitiu que houvesse uma discussão rica porque tivemos todos os stakeholders apresentando suas experiências, angústias e até proposições de melhorias dos modelos que estão estabelecidos hoje. O debate foi coordenado por Samanta e por Juliana Almeida Dutra, diretora da Deep – Desenvolvimento e Envolvimento Estratégico de Pessoas e Clientes e coordenadora adjunta da CT.

A participação intensa do público também foi destaque. “A plateia reagia e fazia perguntas para o grupo. Colhemos alguns tópicos antes do inicio do debate e durante a discussão a plateia inseriu novos questionamentos. A avaliação do público foi excelente. Recebemos muitas sugestões de melhorias para a Câmara e para o modelo”, conta Samanta.

Algo que parece ter sido consenso no debate foi a constatação de que a medição e a remuneração por desempenho talvez sejam a grande inovação do momento, pois agregam muitos benefícios aos contratos. “Trazem um diferencial, garantem uma qualidade melhor do serviço, a participação de empresas sérias.  Quando se é remunerado por desempenho, a própria empresa tem aquela preocupação em prestar um bom serviço, porque se ela não alcançar o desempenho no topo, ela não recebe. O que vimos na Câmara foi realmente isso: a demanda por contratos de desempenho remunerado, uma garantia da qualidade da prestação de serviços que acaba impactando no cliente propriamente dito, já que um serviço prestado com qualidade e, inevitavelmente, ganhará a satisfação do cliente.”

No segundo dia do Congresso a CT Prestação de Serviços também promoveu uma discussão sobre “Estratégia global e práticas inovadoras na atuação em áreas de baixa renda e alta periculosidade”, que contou com a participação de debatedores que abordaram os temas perdas, tecnologia, gestão e execução de obras e estratégia global de atuação, todos analisados sob o ponto de vista da presença do projeto em áreas de baixa renda.

Para Juliana Almeida Dutra, realizar debates como estes mostra que é possível promover, ao mesmo tempo, saneamento e cidadania. “É por meio desta mescla que devemos atuar”, ressalta. “A participação massiva do público, que contribuiu com comentários e perguntas, demonstrou que este assunto precisa ser cada vez mais abordado e suas soluções disseminadas”, completa.

O modelo da CT de Serviços foi tão bem sucedido que deverá ser adotado por outras Câmaras nos próximos congressos da ABES. “Tivemos uma receptividade muito boa dos participantes e um balanço positivo também da diretoria da ABES”, finaliza Samanta.

105 Comentários em CT Prestação de Serviços: inovação no formato dos debates do CBESA

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