Práticas de medição de desempenho em ouvidorias públicas das Instituições Federais de Ensino Superior

• Ano de defesa: 2018
• Autor(a) principal: Silva, Josiane de Fátima Rosa da
• Orientador(a): Mendes, Glauco Henrique de Sousa
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de São Carlos; Câmpus São Carlos
• Programa de Pós-Graduação: Programa de Pós-Graduação em Gestão de Organizações e Sistemas Públicos - PPGGOSP
• Palavras-chave em Português: Ouvidorias públicas; Práticas de medição de desempenho; Aprimoramento da gestão pública; Controle e participação social.
• Palavras-chave em Inglês: Public ombudsman; Performance measurement practices; Improvement public management; Control and social participation
• Área do conhecimento CNPq: CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA::ORGANIZACOES PUBLICAS
• Link de acesso: https://repositorio.ufscar.br/handle/20.500.14289/10103

Public ombudsmen are instances of participation and social control that have gained space within public institutions since the 1980s, with the return of democracy and as a form of popular expression. Its action should be directed at meeting citizens' manifestations (suggestions, praises, requests, complaints and denunciations) and assisting public institutions to improve the provision of public services. Normative Instruction OGU No. 01, dated 2014, regulates the performance of public ombudsmen, reinforces the need for public ombudsmen to produce and provide information on the activities they carry out and make them available through management reports, and it is interesting to adopt performance indicators for this activity, as pointed out by Law 13.460 / 2017. Therefore, it is important to observe the performance measurement practices adopted by the public ombudsmen of the Federal Institutions of Higher Education (IFES). To do so, the research method adopted was a field survey (survey) conducted in the public ombudsmen of the IFES. The results show that the use of such performance measurement practices is still incipient since only 27 of the 60 participating ombudsmen use performance indicators and develop performance measurement practices. However, it is observed that the adoption of these practices contributes to the improvement of the public management and to the control and social participation in the IFES.