O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE
Ano de defesa: | 2012 |
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Autor(a) principal: | |
Orientador(a): | |
Banca de defesa: | |
Tipo de documento: | Dissertação |
Tipo de acesso: | Acesso aberto |
Idioma: | por |
Instituição de defesa: |
Não Informado pela instituição
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Programa de Pós-Graduação: |
Não Informado pela instituição
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Departamento: |
Não Informado pela instituição
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País: |
Não Informado pela instituição
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Palavras-chave em Português: | |
Palavras-chave em Inglês: | |
Link de acesso: | http://hdl.handle.net/10438/10277 |
Resumo: | 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. |
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Repositório Institucional do FGV (FGV Repositório Digital) |
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Spíndola, José FlávioEscolas::EBAPETeixeira, Marco Antonio CarvalhoOliveira, Rezilda RodriguesTenório, Fernando Guilherme2012-12-07T11:33:29Z2012-12-07T11:33:29Z2012-10-05SPÍNDOLA, José Flávio. O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE. Dissertação (Mestrado em Administração) - Escola Brasileira de Administração Pública e de Empresas, Fundação Getúlio Vargas - FGV, Rio de Janeiro, 2012.http://hdl.handle.net/10438/10277Before 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.Diante do crescimento do número de ouvidorias dentro das instituições brasileiras e em particular, nas empresas públicas, a pesquisa realizada abordou as relações entre a sociedade e o Estado, destacando, como tema central, o instituto da ouvidoria como ferramenta para melhoria da gestão pública. A pesquisa investigou as ouvidorias do DETRAN-PE e do METROREC ressaltando o tratamento dado às manifestações do cidadão. Os resultados dos estudos, baseados na revisão da literatura sobre o instituto da ouvidoria, envolvendo conceitos, objetivos e um modelo conceitual sobre ouvidoria, apontam caminhos de participação social e indicam que há ações implementadas decorrentes, gerando benefícios para a sociedade e para as instituições. A análise de elementos como o histórico de criação de suas ouvidorias, a estrutura de funcionamento, formas de atuações e indicadores no tratamento das demandas, permitiu realizar comparações sobre o desempenho das ouvidorias nessas duas organizações. O presente trabalho também fez observações sobre alguns aspectos de dissonância encontrados entre o modelo conceitual do instituto da ouvidoria e as ouvidorias pesquisadas, havendo a necessidade de reflexão sobre suas práticas institucionais vigentes. O estudo possibilitou um panorama sobre o instituto da ouvidoria nas instituições DETRAN-PE e METROREC, observando suas interações com os atores sociais, aproximando a gestão pública de uma vertente mais social, mediante a efetiva participação do cidadão, colocando o instituto da ouvidoria a serviço da sociedade e da instituição, como ferramenta para a melhoria da gestão pública.porAdministração públicaGestão socialCidadãoParticipaçãoControle socialCitizenOuvidoriaOmbudsmanPublic administrationSocial managementParticipationSocial controlAdministração de empresasOuvidoriasParticipação socialAdministração pública - Participação do cidadãoControle socialO Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PEinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessORIGINALJosé Flávio Spíndola_Dissertação.pdfJosé Flávio Spíndola_Dissertação.pdfA Ouvidoria como ferramenta para Gestãoapplication/pdf5337906http://bibliotecadigital.fgv.br:80/dspace/bitstream/10438/10277/1/Jos%c3%a9%20Fl%c3%a1vio%20Sp%c3%adndola_Disserta%c3%a7%c3%a3o.pdff8941dbb4707741056a14674d2de48c9MD51LICENSElicense.txtlicense.txttext/plain; charset=utf-84707http://bibliotecadigital.fgv.br:80/dspace/bitstream/10438/10277/2/license.txtdfb340242cced38a6cca06c627998fa1MD52TEXTJosé Flávio Spíndola_Dissertação.pdf.txtJosé Flávio Spíndola_Dissertação.pdf.txtExtracted Texttext/plain212967http://bibliotecadigital.fgv.br:80/dspace/bitstream/10438/10277/3/Jos%c3%a9%20Fl%c3%a1vio%20Sp%c3%adndola_Disserta%c3%a7%c3%a3o.pdf.txtbe9ce5469a03d45377c45584e5c1b9ffMD53THUMBNAILJosé Flávio Spíndola_Dissertação.pdf.jpgJosé Flávio Spíndola_Dissertação.pdf.jpgGenerated 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15:40:47.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InstitucionalPRI |
dc.title.por.fl_str_mv |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
title |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
spellingShingle |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE Spíndola, José Flávio Administração pública Gestão social Cidadão Participação Controle social Citizen Ouvidoria Ombudsman Public administration Social management Participation Social control Administração de empresas Ouvidorias Participação social Administração pública - Participação do cidadão Controle social |
title_short |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
title_full |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
title_fullStr |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
title_full_unstemmed |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
title_sort |
O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE |
author |
Spíndola, José Flávio |
author_facet |
Spíndola, José Flávio |
author_role |
author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EBAPE |
dc.contributor.member.none.fl_str_mv |
Teixeira, Marco Antonio Carvalho Oliveira, Rezilda Rodrigues |
dc.contributor.author.fl_str_mv |
Spíndola, José Flávio |
dc.contributor.advisor1.fl_str_mv |
Tenório, Fernando Guilherme |
contributor_str_mv |
Tenório, Fernando Guilherme |
dc.subject.por.fl_str_mv |
Administração pública Gestão social Cidadão Participação Controle social Citizen Ouvidoria |
topic |
Administração pública Gestão social Cidadão Participação Controle social Citizen Ouvidoria Ombudsman Public administration Social management Participation Social control Administração de empresas Ouvidorias Participação social Administração pública - Participação do cidadão Controle social |
dc.subject.eng.fl_str_mv |
Ombudsman Public administration Social management Participation Social control |
dc.subject.area.por.fl_str_mv |
Administração de empresas |
dc.subject.bibliodata.por.fl_str_mv |
Ouvidorias Participação social Administração pública - Participação do cidadão Controle social |
description |
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. |
publishDate |
2012 |
dc.date.accessioned.fl_str_mv |
2012-12-07T11:33:29Z |
dc.date.available.fl_str_mv |
2012-12-07T11:33:29Z |
dc.date.issued.fl_str_mv |
2012-10-05 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.citation.fl_str_mv |
SPÍNDOLA, José Flávio. O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE. Dissertação (Mestrado em Administração) - Escola Brasileira de Administração Pública e de Empresas, Fundação Getúlio Vargas - FGV, Rio de Janeiro, 2012. |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/10277 |
identifier_str_mv |
SPÍNDOLA, José Flávio. O Instituto da Ouvidoria como ferramenta para a melhoria da gestão pública : experiência do METROREC e DETRAN-PE. Dissertação (Mestrado em Administração) - Escola Brasileira de Administração Pública e de Empresas, Fundação Getúlio Vargas - FGV, Rio de Janeiro, 2012. |
url |
http://hdl.handle.net/10438/10277 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional do FGV (FGV Repositório Digital) instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Repositório Institucional do FGV (FGV Repositório Digital) |
collection |
Repositório Institucional do FGV (FGV Repositório Digital) |
bitstream.url.fl_str_mv |
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