PROFILE OF HUMAN RESOURCES IN THE PUBLIC SERVICE ACCORDING TO THE PERCEPTION OF ITS USERS. CASE STUDY: SIAC-LUANDA-TALATONA/2024/2025

Abstract

This study aims to characterise the profile of human resources in the Angolan public administration, based on the perception of citizens using the Integrated Citizen Service (SIAC) in Talatona during the 2024/2025 period. A mixed-methods approach was adopted, combining surveys administered to users with semi-structured interviews conducted with staff and management. The analysis focused on variables such as professional competence, service performance, communication skills, problem-solving capacity, and the institutional image of public employees. The results reveal a generally moderate perception of service quality, highlighting positive aspects such as politeness and individual effort, alongside shortcomings such as inadequate training, long waiting times, and inconsistent procedures. Although some progress has been made in modernising public services, structural weaknesses still hinder their overall effectiveness. The study proposes strategic measures to enhance human resources management, including continuous professional development, performance evaluation systems, and incentive mechanisms. The SIAC-Talatona case thus reflects both the challenges and opportunities within Angola’s public service reform, providing insights for more citizen-oriented and efficient public administration.