Managerial Model as a Strategic Factor for Improving Public Service Delivery at Maputo Central Hospital (2013–2015)

Abstract

This study is situated within the context of Public Administration reforms in Mozambique, particularly in the health sector, during a period marked by the implementation of PEDAP (2011–2025) and ERDAP (2012–2025). Moving beyond the traditional bureaucratic model and recognizing the emergence of a managerial logic oriented towards results and citizen-centred service delivery, the research analyses the Managerial Model as a strategic factor for improving public service delivery at Maputo Central Hospital (MCH) between 2013 and 2015. The central problem consisted of understanding the extent to which the Managerial Model constitutes a strategic factor in enhancing public service provision at MCH, within a context of high demand and structural constraints. The general objective was to reflect upon the role of the Managerial Model in improving services, by identifying institutional challenges, key strategic factors, and the perceptions of both staff members and service users. The study is grounded in Institutional Theory and in the approaches of the New Public Administration oriented towards the citizen. Methodologically, a predominantly qualitative approach supported by quantitative techniques was adopted, including a case study design, interviews with 11 staff members, surveys administered to 50 users, and the application of the Likert scale. The findings reveal progress in organizational modernization, yet also highlight persistent delays, structural weaknesses, and discrepancies between expected and perceived service quality. It is concluded that the Managerial Model is relevant for transforming organizational culture, and it is recommended that results-based management, systematic user satisfaction assessment, and continuous professional training be further strengthened.