Análise das demandas de informação encaminhadas pelos cidadãos à Ouvidoria-Geral do Estado de Minas Gerais: limitações e possibilidades

Detalhes bibliográficos
Ano de defesa: 2017
Autor(a) principal: Cruz, Camila Campos da lattes
Orientador(a): Rocha, Elisa Maria Pinto da lattes
Banca de defesa: Batittuci, Eduardo Cerqueira, Costa, Bruno Lazzarotti Diniz, Carvalhais, Jane Noronha
Tipo de documento: Dissertação
Tipo de acesso: Acesso aberto
Idioma: por
Instituição de defesa: Fundação João Pinheiro
Programa de Pós-Graduação: Programa de Mestrado em Administração Pública
Departamento: Escola de Governo Professor Paulo Neves de Carvalho
País: Brasil
Palavras-chave em Português:
Área do conhecimento CNPq:
Link de acesso: http://repositorio.fjp.mg.gov.br/handle/tede/383
Resumo: This work consists of a study about the General Ombudsman's Office of the State of Minas Gerais (OGE), which emphasizes one of the main purposes of this body, namely, to listen to and treat the information demands made by citizens about the services provided by the State. The analysis presented here involves, firstly, a conceptual and historical discussion about public ombudsmen, with emphasis on the history and conception of the OGE, as well as on the use of new information and communication technologies (ICT). Then, the results obtained through the analysis of the description of the operation of the OGE, the characteristics of the demands of the information sent by the citizens to the organ and the survey carried out in the field through interviews with the Ombudsmen are presented and interpreted. Based on this information, this work proposes actions and measures that may contribute to the improvement of the internal procedures of the OGE, related to the demands of information sent by citizens to the organ.