O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE

• Ano de defesa: 2012
• Autor(a) principal: Spíndola, José Flávio
• Orientador(a): Tenório, Fernando Guilherme
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Palavras-chave em Português: Administração pública; Gestão social; Cidadão; Participação; Controle social; Citizen; Ouvidoria
• Palavras-chave em Inglês: Ombudsman; Public administration; Social management; Participation; Social control
• Link de acesso: http://hdl.handle.net/10438/10277

Before the growth of the number of ombudsman inside the Brazilian institutions and in individual, in the public enterprises, the fulfilled inquiry boarded the relations between the society and the State, detaching, like central subject, the institute of the ombudsman as tool for improvement of the public management. The inquiry investigated the ombudsman of the DETRAN-PE and of the METROREC emphasizing the treatment given to the demonstrations of the citizen. The results of the studies, based on the revision of the literature on the institute of the ombudsman, wrapping concepts, objectives and a conceptual model is left ombudsman, they point to ways of social participation and indicate that it is resulting implemented actions, producing benefits for the society and for the institutions. The elements analysis like the historical of creation of his ombudsman, the functioning structure, the forms of actings and indicators in the treatment of the demands, allowed to carry out comparisons on the performance of the ombudsman in these two organizations. The present work also did observations on some aspects of dissonance found between the conceptual model of the institute of the ombudsman and the investigated ombudsman, being the need for reflection on his institutional practices in force. The study made possible a view on the institute of the ombudsman in the institutions DETRAN-PE and METROREC, observing his interactions with the social actors, bringing near the most social public management of a slope, by means of the effective participation of the citizen, putting the institute of the ombudsman to service of the society and of the institution, like tool for the improvement of the public management.