O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal
Ano de defesa: | 2021 |
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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
|
Programa de Pós-Graduação: |
Pós-Graduação em Administração Pública
|
Departamento: |
Não Informado pela instituição
|
País: |
Não Informado pela instituição
|
Palavras-chave em Português: | |
Palavras-chave em Inglês: | |
Área do conhecimento CNPq: | |
Link de acesso: | https://ri.ufs.br/jspui/handle/riufs/14454 |
Resumo: | The Law 13,460, from June 26, 2017, known as the Defense Code for Users of Public Services, represented a remarkable advance in the protection of the basic rights of the target audience of public services, bringing essential innovations in ensuring participation, in defendding the rights of those who interact with the State and in the search for an adequate provision of services, such as: charter of services to the user, council of the users of public services, continuous evaluation of public services, manifestation channel in the ombudsman and annual management report of the ombudsman. The present study was then conducted with the purpose of analyzing how 32 (thirty-two) of the 76 (seventy-six) executive powers existing in Sergipe are complying with the guidelines of the Public Services User Defense Code. For this purpose, it was estabilshed the specific objective of verifying, among the executive powers of the state of Sergipe, the existence of a Regulatory Standard of the Law 13,460/2017, the functioning of the institutes conceived by the said law and the remaining obstacles for its implementation. The theoretical reference was outlined by the analysis of themes linked to citizenship and social participation, to studies related of the Law 13,460/2017 and to the challenges and expectations of the new normal in Public Administration, which deals with the difficulties and opportunities linked to the context of pandemic and development of digital public administration. In methodological terms, through a qualitative approach and with a primarily exploratory nature, the goal was to determine the performance of the executive powers in complying with the applicable legislation, with no prejudice from the explanatory bias, which aimed to identify factors that might be hindering such effectiveness. Thus, a single case study strategy with multiple data sources was used, through questionnaires sent to municipal governments that had re-elected managers and Sergipe’s State Government, in addition to document analysis and, exceptionally, consultations on institutional websites. The results showed worrying data, such as the lack of local coverage of the legislation among the executive powers that responded to the aforementioned questionnaire, in addition to information that demonstrated the precarious or non-existent functioning of most innovations conceived by the CDUSP. On that occasion, the remaining objectives for the implementation and effectiveness of the legislation in question were also verified. In view of the forementioned obstacles and, mainly, of the relevant constitutional competences of Sergipe´s State Court of Auditors, then, the intervention proposal was formatted in the form of an action plan, with a set of referral proposals, delimited as to the focuses , objectives, methodologies and agencies or sectors, aimming to enable the full implementation of the guidelines contained in the Code of Defense of Public Services Users between the jurisdictional administrative units of the Sergipe´s Court of Auditors. |
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Nascimento, Vinícius de SouzaSilva, César Henriques Matos e2021-08-10T17:18:19Z2021-08-10T17:18:19Z2021-07-21NASCIMENTO, Vinícius de Souza. O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal. 2021. 181 f. Dissertação (Mestrado profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2021.https://ri.ufs.br/jspui/handle/riufs/14454The Law 13,460, from June 26, 2017, known as the Defense Code for Users of Public Services, represented a remarkable advance in the protection of the basic rights of the target audience of public services, bringing essential innovations in ensuring participation, in defendding the rights of those who interact with the State and in the search for an adequate provision of services, such as: charter of services to the user, council of the users of public services, continuous evaluation of public services, manifestation channel in the ombudsman and annual management report of the ombudsman. The present study was then conducted with the purpose of analyzing how 32 (thirty-two) of the 76 (seventy-six) executive powers existing in Sergipe are complying with the guidelines of the Public Services User Defense Code. For this purpose, it was estabilshed the specific objective of verifying, among the executive powers of the state of Sergipe, the existence of a Regulatory Standard of the Law 13,460/2017, the functioning of the institutes conceived by the said law and the remaining obstacles for its implementation. The theoretical reference was outlined by the analysis of themes linked to citizenship and social participation, to studies related of the Law 13,460/2017 and to the challenges and expectations of the new normal in Public Administration, which deals with the difficulties and opportunities linked to the context of pandemic and development of digital public administration. In methodological terms, through a qualitative approach and with a primarily exploratory nature, the goal was to determine the performance of the executive powers in complying with the applicable legislation, with no prejudice from the explanatory bias, which aimed to identify factors that might be hindering such effectiveness. Thus, a single case study strategy with multiple data sources was used, through questionnaires sent to municipal governments that had re-elected managers and Sergipe’s State Government, in addition to document analysis and, exceptionally, consultations on institutional websites. The results showed worrying data, such as the lack of local coverage of the legislation among the executive powers that responded to the aforementioned questionnaire, in addition to information that demonstrated the precarious or non-existent functioning of most innovations conceived by the CDUSP. On that occasion, the remaining objectives for the implementation and effectiveness of the legislation in question were also verified. In view of the forementioned obstacles and, mainly, of the relevant constitutional competences of Sergipe´s State Court of Auditors, then, the intervention proposal was formatted in the form of an action plan, with a set of referral proposals, delimited as to the focuses , objectives, methodologies and agencies or sectors, aimming to enable the full implementation of the guidelines contained in the Code of Defense of Public Services Users between the jurisdictional administrative units of the Sergipe´s Court of Auditors.A Lei 13.460, de 26 de junho de 2017, conhecida como Código de Defesa dos Usuários dos Serviços Públicos, representou notável avanço na proteção dos direitos básicos dos destinatários dos serviços públicos, trazendo inovações essenciais à garantia da participação, à defesa dos direitos daqueles que interagem com o Estado e à busca por uma prestação de serviços adequada, tais como: carta de serviços ao usuário, conselho de usuários de serviços públicos, avaliação continuada dos serviços públicos, canal de manifestações na ouvidoria pública e relatório de gestão anual da ouvidoria. O presente estudo foi, então, conduzido com o propósito de analisar como 32 (trinta e dois) dos 76 (setenta e seis) poderes executivos existentes em Sergipe estão cumprindo as diretrizes do Código de Defesa do Usuário dos Serviços Públicos. Para tanto, foram estabelecidos os objetivos específicos de verificar, entre os poderes executivos do estado de Sergipe, a existência de norma regulamentadora da Lei 13.460/2017, o funcionamento dos institutos concebidos pela referida lei e os eventuais obstáculos remanescentes à sua implementação. O referencial teórico foi delineado pela análise de temas atrelados à cidadania e participação social, aos estudos referentes à Lei 13.460/2017 e aos desafios e perspectivas do novo normal na Administração Pública, que trata das dificuldades e oportunidades atrelados ao contexto de pandemia e ao desenvolvimento da administração pública digital. Em termos metodológicos, mediante abordagem qualitativa e com natureza primordialmente exploratória, visou-se apurar o desempenho dos poderes executivos no cumprimento à referida legislação, sem prejuízo do viés explicativo, que objetivou identificar fatores que eventualmente estivessem obstando tal efetividade. Com isso, utilizou-se estratégia de estudo de caso único com múltiplas fontes de dados, mediante questionários enviados para prefeituras municipais que tiveram gestores reeleitos e Governo do Estado de Sergipe, além de análise documental e, excepcionalmente, consultas aos sites institucionais. Os resultados evidenciaram dados preocupantes, tais com a inexistência de regulamentação local da legislação entre os poderes executivos que responderam ao referido questionário, além de informações que demonstraram funcionamento precário ou inexistente da maioria das inovações concebidas pelo CDUSP. Na oportunidade, também foram constatados os obstáculos remanescentes à implementação e à efetividade da legislação em comento. Em atenção aos referidos obstáculos e, principalmente, às relevantes competências constitucionais do Tribunal de Contas do Estado de Sergipe, restou, então, formatada a proposta de intervenção sob a forma de plano de ação, com um conjunto de propostas de encaminhamentos, delimitadas quanto aos respectivos focos, objetivos, metodologias e órgãos ou setores, objetivando, com isso, possibilitar a plena realização das diretrizes constantes no Código de Defesa dos Usuários dos Serviços Públicos entre as unidades administrativas jurisdicionadas da Corte de Contas Sergipana.São Cristóvão, SEporAdministração públicaCidadaniaParticipação socialServiço públicoInovações tecnológicasCódigo de defesa dos usuários dos serviços públicos (2017)Tribunal de Contas do Estado de Sergipe (TCE/SE)Lei 13.460/2017Crise democráticaNovo normalPublic AdministrationCitizenshipSocial participationDemocratic crisesNew normalCourt of auditorsCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICAO código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normalinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisPós-Graduação em Administração PúblicaUniversidade Federal de Sergipereponame:Repositório Institucional da UFSinstname:Universidade Federal de Sergipe (UFS)instacron:UFSinfo:eu-repo/semantics/openAccessLICENSElicense.txtlicense.txttext/plain; charset=utf-81475https://ri.ufs.br/jspui/bitstream/riufs/14454/1/license.txt098cbbf65c2c15e1fb2e49c5d306a44cMD51ORIGINALVINICIUS_SOUZA_NASCIMENTO.pdfVINICIUS_SOUZA_NASCIMENTO.pdfapplication/pdf2161491https://ri.ufs.br/jspui/bitstream/riufs/14454/2/VINICIUS_SOUZA_NASCIMENTO.pdf1184ab1fb90cbf7fd8b40cfa0421656aMD52TEXTVINICIUS_SOUZA_NASCIMENTO.pdf.txtVINICIUS_SOUZA_NASCIMENTO.pdf.txtExtracted texttext/plain413631https://ri.ufs.br/jspui/bitstream/riufs/14454/3/VINICIUS_SOUZA_NASCIMENTO.pdf.txtbcdeb177eefd7f3513a57887c7812f3cMD53THUMBNAILVINICIUS_SOUZA_NASCIMENTO.pdf.jpgVINICIUS_SOUZA_NASCIMENTO.pdf.jpgGenerated Thumbnailimage/jpeg1312https://ri.ufs.br/jspui/bitstream/riufs/14454/4/VINICIUS_SOUZA_NASCIMENTO.pdf.jpg2a1b2195a671be9f9995df0151dcbf72MD54riufs/144542022-02-08 16:04:36.261oai:ufs.br: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Repositório InstitucionalPUBhttps://ri.ufs.br/oai/requestrepositorio@academico.ufs.bropendoar:2022-02-08T19:04:36Repositório Institucional da UFS - Universidade Federal de Sergipe (UFS)false |
dc.title.pt_BR.fl_str_mv |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
title |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
spellingShingle |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal Nascimento, Vinícius de Souza Administração pública Cidadania Participação social Serviço público Inovações tecnológicas Código de defesa dos usuários dos serviços públicos (2017) Tribunal de Contas do Estado de Sergipe (TCE/SE) Lei 13.460/2017 Crise democrática Novo normal Public Administration Citizenship Social participation Democratic crises New normal Court of auditors CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
title_short |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
title_full |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
title_fullStr |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
title_full_unstemmed |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
title_sort |
O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal |
author |
Nascimento, Vinícius de Souza |
author_facet |
Nascimento, Vinícius de Souza |
author_role |
author |
dc.contributor.author.fl_str_mv |
Nascimento, Vinícius de Souza |
dc.contributor.advisor1.fl_str_mv |
Silva, César Henriques Matos e |
contributor_str_mv |
Silva, César Henriques Matos e |
dc.subject.por.fl_str_mv |
Administração pública Cidadania Participação social Serviço público Inovações tecnológicas Código de defesa dos usuários dos serviços públicos (2017) Tribunal de Contas do Estado de Sergipe (TCE/SE) Lei 13.460/2017 Crise democrática Novo normal Public Administration |
topic |
Administração pública Cidadania Participação social Serviço público Inovações tecnológicas Código de defesa dos usuários dos serviços públicos (2017) Tribunal de Contas do Estado de Sergipe (TCE/SE) Lei 13.460/2017 Crise democrática Novo normal Public Administration Citizenship Social participation Democratic crises New normal Court of auditors CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
dc.subject.eng.fl_str_mv |
Citizenship Social participation Democratic crises New normal Court of auditors |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
description |
The Law 13,460, from June 26, 2017, known as the Defense Code for Users of Public Services, represented a remarkable advance in the protection of the basic rights of the target audience of public services, bringing essential innovations in ensuring participation, in defendding the rights of those who interact with the State and in the search for an adequate provision of services, such as: charter of services to the user, council of the users of public services, continuous evaluation of public services, manifestation channel in the ombudsman and annual management report of the ombudsman. The present study was then conducted with the purpose of analyzing how 32 (thirty-two) of the 76 (seventy-six) executive powers existing in Sergipe are complying with the guidelines of the Public Services User Defense Code. For this purpose, it was estabilshed the specific objective of verifying, among the executive powers of the state of Sergipe, the existence of a Regulatory Standard of the Law 13,460/2017, the functioning of the institutes conceived by the said law and the remaining obstacles for its implementation. The theoretical reference was outlined by the analysis of themes linked to citizenship and social participation, to studies related of the Law 13,460/2017 and to the challenges and expectations of the new normal in Public Administration, which deals with the difficulties and opportunities linked to the context of pandemic and development of digital public administration. In methodological terms, through a qualitative approach and with a primarily exploratory nature, the goal was to determine the performance of the executive powers in complying with the applicable legislation, with no prejudice from the explanatory bias, which aimed to identify factors that might be hindering such effectiveness. Thus, a single case study strategy with multiple data sources was used, through questionnaires sent to municipal governments that had re-elected managers and Sergipe’s State Government, in addition to document analysis and, exceptionally, consultations on institutional websites. The results showed worrying data, such as the lack of local coverage of the legislation among the executive powers that responded to the aforementioned questionnaire, in addition to information that demonstrated the precarious or non-existent functioning of most innovations conceived by the CDUSP. On that occasion, the remaining objectives for the implementation and effectiveness of the legislation in question were also verified. In view of the forementioned obstacles and, mainly, of the relevant constitutional competences of Sergipe´s State Court of Auditors, then, the intervention proposal was formatted in the form of an action plan, with a set of referral proposals, delimited as to the focuses , objectives, methodologies and agencies or sectors, aimming to enable the full implementation of the guidelines contained in the Code of Defense of Public Services Users between the jurisdictional administrative units of the Sergipe´s Court of Auditors. |
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2021 |
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2021-08-10T17:18:19Z |
dc.date.available.fl_str_mv |
2021-08-10T17:18:19Z |
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2021-07-21 |
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info:eu-repo/semantics/masterThesis |
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NASCIMENTO, Vinícius de Souza. O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal. 2021. 181 f. Dissertação (Mestrado profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2021. |
dc.identifier.uri.fl_str_mv |
https://ri.ufs.br/jspui/handle/riufs/14454 |
identifier_str_mv |
NASCIMENTO, Vinícius de Souza. O código de defesa dos usuários dos serviços públicos : análise da efetividade no estado de Sergipe e dos desafios e oportunidades do novo normal. 2021. 181 f. Dissertação (Mestrado profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2021. |
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Universidade Federal de Sergipe |
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