Abstract:

The level of Maturity in Process Management (MPM) is directly related to the efficiency and value creation of an organization. For this reason, various maturity models have been proposed in recent years, most of them focused on the private sector. However, the assessment of MPM levels in the public sector requires specific criteria. In this study, we propose a maturity model of process management for the Brazilian public sector, based on the multicriteria ELECTRE-TRI method. The model is applied to evaluate the MPM of a sector in a Brazilian Federal Executive Power agency, and its results are presented and discussed. It was evidenced the relevance of the method in the process of decision-making support, and may be useful in better allocation of staff with focus on operational efficiency and achievement of the strategic objectives of the institution.