Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS

• Ano de defesa: 2016
• Autor(a) principal: Martins, Adelaide de Andrade França
• Orientador(a): Jacintho, Jussara Maria Moreno
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Programa de Pós-Graduação: Pós-Graduação em Administração Pública
• Palavras-chave em Português: Administração pública; Ouvidorias; Eficiência; Eficácia; Efetividade; Controle social
• Área do conhecimento CNPq: CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA
• Link de acesso: http://ri.ufs.br/jspui/handle/riufs/11281

The research addresses the public ombudsmen as instrument of social control in public administration in the context of changes to the country's democratization process after the 1988 Constitution not only with representative democracy, but also participatory democracy. The challenge is no longer how to handle the management of ombudsmen, but know what the impact of this institute for improving the delivery of public services. Authors such as Lyra, O'Donnell and Cardoso, supported the theoretical framework. This is the case study and aimed to analyze the performance of the ombudsman of the Federal University of Sergipe (FUS) as instrument of social control and the difficulties for their effective management. Regarding the methodology research is descriptive, explanatory, bibliographical, documentary and field. The sample was defined as non-probabilistic for accessibility. As for the techniques of data collection used the questionnaire, artifacts such as form demonstrations, management reports of the FUS and the Ombudsman. Data processing was done using simple descriptive statistics and Bardin content analysis. The results revealed that there is a dissonance between the declared communication policy on standards, perceived by the internal community and practiced by the Ombudsman and the University. Main problems identified: (a) lack of a clear perception of the changes brought about by the action of the Ombudsman; (B) there is no stimulus to the promotion of social control for the delay and / or lack of response to the demands; (C) lack management of Ombudsman actions; and (d) there is a lack of political and institutional support. Better articulate communication with the sectors, change the internal rules, draw up a plan to disseminate and train staff in the management area, were some of the suggestions made in the intervention proposed by means of a plan of action.