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CT Prestação de Serviços promoverá discussão sobre qualidade e inovação

A Câmara Temática de Prestação de Serviços e Relacionamento com Clientes do Saneamento realizará uma discussão sobre qualidade e inovação nos serviços durante o 28º Congresso Brasileiro de Engenharia Sanitária e Ambiental, que será realizado de 4 a 8 de outubro no Riocentro, no Rio de Janeiro.

Em entrevista ao Boletim ABES Acontece, Samanta Oliveira, coordenadora da CT, e Juliana Almeida Dutra, coordenadora adjunta, falam sobre os preparativos da Câmara.
ABES Acontece – Quais são as atividades programadas pela Câmara para o Congresso?

Samanta e Juliana – A Câmara prevê inovar em uma roda de discussão abordando os assuntos inovação na remuneração de contratos e desempenho dos serviços prestados. Participarão empresas com diversos modelos de contratação por performance, remuneração por execução, contratos de risco, qualidade da prestação de serviços do modelo, qualidade da execução e do processo de relacionamento com clientes, rentabilidade e alinhamento com o momento do mercado e previsões futuras.

ABES Acontece – O que a Câmara espera da realização deste Congresso, num ano crucial para o saneamento?

Samanta e Juliana – Queremos promover a troca de experiência com modelos inovadores de contratação e o impacto na qualidade de serviços prestados.
Esperamos que o Congresso seja o fórum ideal para a discussão de uma revisão do modelo de atuação em um mercado que deve se formar com outra estrutura de prestação de serviços, rentabilidade contratual, seleção de tarefas por parte dos prestadores, negociação de contratos, visão do cliente etc. Esperamos que se possa analisar, nesta nova etapa do setor, como se configura a partir de 2016, a gestão de processos, gestão do negócio, gestão de pessoas, gestão de operações técnicas e gestão de clientes principalmente agora que este está começando a se conscientizar do papel enquanto consumidor.

ABES Acontece – E como o segmento de serviços encontra-se neste cenário de crise de escassez hídrica e crise econômica? O momento pode ser uma oportunidade para o segmento se aprimorar?

Samanta e Juliana – O momento atual promove a discussão e o desenvolvimento de novas tecnologias com vistas na melhoria da qualidade do serviço prestado, bem como a melhoria da operação do sistema de distribuição de água, através da realização de serviços de manutenção preventiva.

ABES Acontece – Que aspectos são fundamentais para a melhoria dos serviços de saneamento?

Samanta e Juliana – A consciência de que a prevenção é primordial, a prevenção manutenções corretivas e no uso eficiente dos recursos. Que a prestação de serviço está diretamente ligada ao relacionamento e a satisfação do cliente final. O setor está se deparando com um novo formato de atuação e se ajustando a ele. Neste novo cenário, o relacionamento com o cliente é primordial, já que este, após a crise hídrica, desenvolveu outras formas de abastecimento e analisará o custo x benefício pelos valores expressados e praticados pelas companhias. Além disso, água se tornou um bem mais valorizado neste novo cenário, muitas pessoas passaram a olhar para o produto de outra forma. Considerando o tema da prestação de serviços, é importante que se evite a redundância na atuação em campo, fazendo mais o preventivo e agindo com total resolutividade. É importante que se estabeleçam novas formas de se trabalhar. Acreditamos que o mercado vai mudar ainda mais e que para sobreviver todos os prestadores terão que rever seus processos, forma de prestar serviços, gestão de pessoas, atuação com o cliente entre outros.

ABES Acontece- Como as discussões e propostas resultantes do Congresso podem contribuir para a melhoria da prestação de serviços de saneamento no país?

Samanta e Juliana- Buscamos promover novos modelos que promovam a agilidade na prestação de serviços e que promovam resultados antecipadamente. O Congresso será importante para dar visibilidade ao tema
“Prestação de Serviços X Relação com o cliente”, colocar em evidência de que é necessário ter clareza de que aquele que executa o serviço está intervindo diretamente na melhoria da qualidade de vida da população, e em muitas vezes diretamente em sua rotina e dia a dia.

Para informações e inscrições para o 28º Congresso Brasileiro de Engenharia Sanitária e Ambiental, acesse http://abes-dn.org.br/28cbesa/index.php

 

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