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Sibesa 2018: debates sobre Selo de Qualidade da prestação de serviços de saneamento ambiental, gestão de águas pluviais e biogás encerram evento em Foz do Iguaçú/PR

20/06/2018 Redação ABES

O terceiro e último dia do XIV Sibesa – Simpósio Ítalo Brasileiro de Engenharia Sanitária e Ambiental girou em torno dos temas Selo de Qualidade da prestação de serviços de saneamento ambiental, gestão de águas pluviais e biogás. Promovido pela Associação Brasileira de Engenharia Sanitária e Ambiental – ABES, em parceria com a ANDIS – Associazione Nazionale di Ingegneria Sanitaria Ambientale, da Itália, de 18 a 20 de junho, o evento aconteceu no Bourbon Convention e Spa Resort Cataratas, em Foz do Iguaçú no Paraná.

Acesse aqui o álbum de fotos do evento

O painel “Selo Qualidade da prestação de Serviços de Saneamento ambiental: Ganhos para o dia a dia e Expectativas para o Futuro” foi coordenado por Samanta Tavares de Souza, superintendente Comercial e de Relacionamento com os Clientes, da Sabesp e coordenadora da Câmara Temática de Prestação de Serviços da ABES. Os palestrantes apresentaram uma análise evolutiva antes e depois do processo de qualificação para o selo do relacionamento com clientes, prestação de serviços, resultado econômico financeiro e gestão de equipe.

Em suas palestras, eles abordaram a Lei 13.303/2016, que dispõe sobre o estatuto jurídico da empresa pública, da sociedade de economia mista e de suas subsidiárias, no âmbito da União, dos Estados, do Distrito Federal e dos Municípios. Ressaltaram também a implantação de tecnologia e a importância do selo para melhorar os resultados da empresa.

Juliana Almeida Dutra, diretora de projetos da Deep – Desenvolvimento e Envolvimento Estratégico de Pessoas e Clientes e coordenadora (adjunta) da CT Prestação de Serviços da ABES, falou sobre os ganhos que a empresa teve  no relacionamento com os seus principais públicos – os funcionários, sempre mais motivados, segundo ela, na melhoria do processo. “Isso reduziu custos e fez com que nos tornássemos um pouco mais competitivos para conseguir participar dos contratos de performance”, destacou.

“A pesquisa que o selo propõe ajudou muita gente a conhecer a visão do cliente, dos nossos funcionários e com isso estabelecemos novos processos. Mudamos a forma de remuneração, o que os deixou mais felizes e por sua vez também melhorou a questão da produtividade que temos na empresa”, contou Juliana. “Também trabalhamos bastante com indicadores, o que ajudou a aumentar a responsabilidade das equipes”, complementou.

Samanta explicou a respeito da importância da relação entre o fornecedor e a concessionária para que o cliente consiga olhar para a prestação de serviços de uma forma diferente. Segundo ela, em suas análises do que acontece na área, há um índice no qual o Brasil caiu seis posições em relação ao posicionamento competitivo “porque tem uma baixa qualidade de prestação de serviços, de inovação, pois apesar de o Brasil consumir tecnologia, há pouca qualidade em inovação”, disse.

Ela chamou a atenção para a questão do país ser muito burocrático no atendimento de serviços públicos, o que gera elevada desconfiança dos cidadãos. O Brasil caiu na competitividade global e o resultado está na qualidade dos serviços públicos, de acordo com Samanta, que espera que a Lei 13.303/2016 ajude a qualificar a prestação de serviços no setor e que o selo seja um grande incentivador para os fornecedores atuarem cada vez melhor na prestação de serviços para clientes.

O palestrante Bruno Henrique Alves da Cunha, diretor executivo na Alves da Cunha, frisou que tem uma grande preocupação em crescer embasado por processos sólidos, o que foi importante porque fortaleceu a sua  marca. Ele disse também que é importante falar em uma linguagem única com o cliente, que também usa o PNQS – Prêmio Nacional da Qualidade em Saneamento ABES e que conhece os indicadores. Discorreu sobre a prestação dos serviços, área na qual mais evoluiu e sobre o mapeamento dos processos, identificando os pontos de melhoria. Segundo ele, a credibilidade das pessoas que trabalham na empresa aumentou, além doo orgulho pela marca. As expectativas para o próximo ciclo do PNQS é que o selo fortaleça a apresentação de propostas, buscando diferenciação no mercado de saneamento.

Já César Henrique da Silva, gerente de operações da Trail infraestrutura, contou aos presentes que disseminou e desdobrou a identidade do selo para os seus colaboradores e fez crescer o orgulho pela empresa. Conforme ele,  desdobraram metas no planejamento estratégico por setores e hoje cada um tem a sua meta e assim cada pessoa se sente mais parte do resultado. César falou também acerca da motivação e que a empresa abriu uma área de qualidade para acompanhar os resultados e incentivar cada vez mais a qualidade que buscam.

Por fim, Otaviano Maluf Cunha Vianna, gerente da Globalsan, destacou que sua empresa tem um histórico de participar de premiações. Disse que para eles a questão da gestão é muito importante e que o selo incentivou o processo de melhoria, principalmente, na revisão dos processos internos de prestação de serviço do cliente.

Painel Gestão de Águas Pluviais

O último dia do Sibesa contou também com um painel sobre o tema “Gestão de Águas Pluviais”, que foi coordenado por Marcos Helano Fernandes Montenegro, Superintendente de Drenagem Urbana, da Agência Reguladora de Águas, Energia e Saneamento Básico do Distrito Federal- ADASA, Brasília/DF e diretor da ABES-DF. Além de coordenar o debate, Montenegro também ministrou a palestra “Desafios para o Desenvolvimento Institucional dos Serviços Públicos de Drenagem Urbana do DF”.

Também se apresentaram neste painel: Aluísio Pardo Canholi, diretor na Hidrostudio Engenharia/SP, que abordou o tema “Critérios de Projeto e Boas Práticas no Brasil”, e Nicolau Leopoldo Obladen, da Habitar Ecológico. Ele discorreu sobre “Plano Distrital de Saneamento Básico de Brasília/DF – Drenagem e Manejo de Águas Pluviais Urbanas.

Painel Biogás

O painel “Biogás: Energia Renovável para o Desenvolvimento Sustentável” foi coordenado por Edgard Faust Filho, da Sanepar e coordenador da Câmara Temática de Tratamento de Esgotos da ABES.

As apresentações ficaram por conta dos palestrantes: Leidiane Mariani, gerente da CiBiogás, que falou sobre o tema “A Cadeia do Biogás no Brasil é uma Realidade?”, Christoph Platzer, da Rotária do Brasil, abordando a “Viabilidade do Aproveitamento Energético do Biogás no Brasil, e Gustavo Passetti, da Sanepar/ISAE e membro da CT Tratamento de Esgotos da ABES, que abordou o assunto “Estado da Arte Sobre Aproveitamento Energético do Biogás de ETEs no Brasil”.

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