Service-Centered Operation Methodology (MOCA) Application Supported by Computer Science to Improve Continuously Care Quality in Public Services

  • Denis Avila Montini
  • Gustavo Ravanhani Matuck
  • Danilo Douradinho Fernandes
  • Alessandra Avila Montini
  • Fernando Graton
  • Plinio Ripari
  • Flavia de Sousa Pinto
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 738)


The proposal of a Corporate Governance Model called Service-Focused Operation Methodology (MOCA) was carried out, applied in Public and Private Partnerships (PPP) to improve services quality offered by the Brazilian states. This PPP model enabled several Service Center (in portuguese Central de Atendimento—CA) implementation projects supported by several multidisciplinary knowledge areas that involve projects and governments. However, this article explored an aspect of how a MOCA’s use with new technologies embedded in projects provide continuous improvements in results. In this case, for example, a demand study was applied to Planning and Control of Operations (PCO) in a use of Research and Development (R&D) to enable Artificial Intelligence algorithms for Planning Optimization in service production lines, aiming at improve citizen service aspects. In this CA PCO environment, a project outcomes set have been consolidated to demonstrate an impact that MOCA’s use with new computational technologies can bring to society. The effective integration results for this R&D; MOCA applied in PCO; obtained from stabilized proof of concepts; providing data collection and more accurate performance information in each CA, collected directly by an ERP used. From these data, the design of service production lines was performed using the following methodologies: (1) Descriptive Statistics, (2) Temporal Series and (3) Temporal Underground Neural Networks (ANNT). A Temporal Neural Networks (ANNT) was obtained, using recursive corrections in demand balancing by attendant performance. Using these technologies, a more accurate performance forecast to estimates attendants work was achieved in order to obtain a more realistic operational planning.


PPP Public services Corporate governance IT approach 



The authors of this research thank ITA, FIA and USP for their contributions, cooperation and support for this research project.

General Considerations

Collaboration with Research institutes is an important point for foundation and continuous Research and Development (R&D) projects improvement. Institutions and research groups such as Brazilian Technological Institute of Aeronautics, Technological Institute of Aeronautics (ITA), Brazilian Faculdade de Economia e Administração (FEA) of USP, and Fundação do Instituto de Administração (FIA) have contributed to specialized works advancement in this research field.


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Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • Denis Avila Montini
    • 1
  • Gustavo Ravanhani Matuck
    • 1
  • Danilo Douradinho Fernandes
    • 2
  • Alessandra Avila Montini
    • 3
  • Fernando Graton
    • 4
  • Plinio Ripari
    • 4
  • Flavia de Sousa Pinto
    • 5
  1. 1.Brazilian Aeronautics Institute of Technology (ITA)São José dos CamposBrazil
  2. 2.Federal Institute of Education, Science and Technology of São Paulo (IFSP)CampinasBrazil
  3. 3.Department of AdministrationUniversity of São Paulo (USP)São PauloBrazil
  4. 4.Shopping do CidadãoSão PauloBrazil
  5. 5.China Construction BankSão PauloBrazil

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