Through the analysis of a model Integrated Center of Citizenship, established in Vitória, and of the organizations that preceded, we try, in this article: to identify the services which must be present in an urban organization of this nature, having in mind the governamental instruments that originated its conception: to categorize the services identified according to some of the principal classifications present in specific literature (Chase, 1978; Lovelock, 1983; Schemenner, 1986); to discuss the units of service as part of a process of production induced by the client, in the light of the basic strutures proposed by Wild (1977); to direct the focus of the approach to the units that are concerned with the pacific solutions of conflicts, confronting its technical and social subsystems with the pressupositions of the Sociotechnical School (Biazzi Jr, 1994); to compare the actuations of these units with the job design for semi-autonomous (Cherns, 1994) and, finally, to comment on the importance of the structuring of these units as self-sufficient managed groups, showing that this approach contributes, to a great extent, to the operational integration and management of these units.
Taxonomy of Services; Pacific Solution of Services; Self-Sufficient Managed Groups
