Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS
Ano de defesa: | 2016 |
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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: | |
Área do conhecimento CNPq: | |
Link de acesso: | http://ri.ufs.br/jspui/handle/riufs/11281 |
Resumo: | 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. |
id |
UFS-2_21312235d84410be11d04dead3f3f208 |
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oai_identifier_str |
oai:ufs.br:riufs/11281 |
network_acronym_str |
UFS-2 |
network_name_str |
Repositório Institucional da UFS |
repository_id_str |
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spelling |
Martins, Adelaide de Andrade FrançaJacintho, Jussara Maria Moreno2019-06-03T13:18:41Z2019-06-03T13:18:41Z2016-10-03MARTINS, Adelaide de Andrade França. Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS. 2016. 108 f. Dissertação (Mestrado Profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2016.http://ri.ufs.br/jspui/handle/riufs/11281The 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.A pesquisa aborda as ouvidorias públicas como instrumento de controle social na Administração Pública, no contexto das mudanças ocorridas com o processo de redemocratização do país após a Constituição de 1988, não só com a democracia representativa, mas também a democracia participativa. O desafio atual não é mais de como se processa a gestão das ouvidorias, mas saber qual o impacto desse instituto para a melhoria da prestação dos serviços públicos. Autores como Lyra, O’Donnell e Cardoso, deram suporte ao referencial teórico. Trata-se de estudo de caso e teve como objetivos analisar a atuação da ouvidoria da Universidade Federal de Sergipe (UFS) enquanto instrumento de controle social e as dificuldades encontradas para a sua gestão efetiva. Quanto à metodologia a pesquisa é descritiva, explicativa, bibliográfica, documental e de campo. A amostra foi definida como não probabilística por acessibilidade. Quanto às técnicas de coleta de dados utilizou-se o questionário, artefatos como formulário de manifestações, relatórios de gestão da UFS e da Ouvidoria. O tratamento dos dados foi feito com uso da estatística descritiva simples e da análise de conteúdo de Bardin. Os resultados revelaram que há uma dissonância entre a política de comunicação declarada nas normas, a percebida pela comunidade interna e a praticada pela Ouvidoria e pela Universidade. Principais problemas identificados: (a) ausência de percepção clara sobre as mudanças provocadas pela ação da Ouvidoria; (b) não há estímulo à promoção do controle social pelo atraso e/ou ausência de resposta às demandas; (c) falta gestão das ações da Ouvidoria; e (d) há carência de apoio político-institucional. Articular melhor a comunicação com os setores, alterar as normas internas, traçar um plano de divulgação e capacitar a equipe na área de gestão, foram algumas das sugestões apresentadas na proposta de intervenção por meio de um plano de ação.São Cristóvão, SEporAdministração públicaOuvidoriasEficiênciaEficáciaEfetividadeControle socialCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICAOuvidoria como instrumento de controle social e uso da razão pública : o caso da UFSinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisPós-Graduação em Administração PúblicaUFSreponame:Repositório Institucional da UFSinstname:Universidade Federal de Sergipe (UFS)instacron:UFSinfo:eu-repo/semantics/openAccessTEXTADELAIDE_ ANDRADE_FRANCA_MARTINS.pdf.txtADELAIDE_ ANDRADE_FRANCA_MARTINS.pdf.txtExtracted texttext/plain240450https://ri.ufs.br/jspui/bitstream/riufs/11281/3/ADELAIDE_%20ANDRADE_FRANCA_MARTINS.pdf.txt6719710257c84cafcf17eed2dd142ac6MD53THUMBNAILADELAIDE_ ANDRADE_FRANCA_MARTINS.pdf.jpgADELAIDE_ ANDRADE_FRANCA_MARTINS.pdf.jpgGenerated Thumbnailimage/jpeg1186https://ri.ufs.br/jspui/bitstream/riufs/11281/4/ADELAIDE_%20ANDRADE_FRANCA_MARTINS.pdf.jpgcaa3770869be3b1b4ad03bb6648f4387MD54LICENSElicense.txtlicense.txttext/plain; charset=utf-81475https://ri.ufs.br/jspui/bitstream/riufs/11281/1/license.txt098cbbf65c2c15e1fb2e49c5d306a44cMD51ORIGINALADELAIDE_ ANDRADE_FRANCA_MARTINS.pdfADELAIDE_ ANDRADE_FRANCA_MARTINS.pdfapplication/pdf3226764https://ri.ufs.br/jspui/bitstream/riufs/11281/2/ADELAIDE_%20ANDRADE_FRANCA_MARTINS.pdf33c9419e75aacc5e910fb5a3c1a1ea1fMD52riufs/112812019-06-17 21:04:04.99oai:ufs.br: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Repositório InstitucionalPUBhttps://ri.ufs.br/oai/requestrepositorio@academico.ufs.bropendoar:2019-06-18T00:04:04Repositório Institucional da UFS - Universidade Federal de Sergipe (UFS)false |
dc.title.pt_BR.fl_str_mv |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
title |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
spellingShingle |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS Martins, Adelaide de Andrade França Administração pública Ouvidorias Eficiência Eficácia Efetividade Controle social CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
title_short |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
title_full |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
title_fullStr |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
title_full_unstemmed |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
title_sort |
Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS |
author |
Martins, Adelaide de Andrade França |
author_facet |
Martins, Adelaide de Andrade França |
author_role |
author |
dc.contributor.author.fl_str_mv |
Martins, Adelaide de Andrade França |
dc.contributor.advisor1.fl_str_mv |
Jacintho, Jussara Maria Moreno |
contributor_str_mv |
Jacintho, Jussara Maria Moreno |
dc.subject.por.fl_str_mv |
Administração pública Ouvidorias Eficiência Eficácia Efetividade Controle social |
topic |
Administração pública Ouvidorias Eficiência Eficácia Efetividade Controle social CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO PUBLICA |
description |
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. |
publishDate |
2016 |
dc.date.issued.fl_str_mv |
2016-10-03 |
dc.date.accessioned.fl_str_mv |
2019-06-03T13:18:41Z |
dc.date.available.fl_str_mv |
2019-06-03T13:18:41Z |
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 |
MARTINS, Adelaide de Andrade França. Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS. 2016. 108 f. Dissertação (Mestrado Profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2016. |
dc.identifier.uri.fl_str_mv |
http://ri.ufs.br/jspui/handle/riufs/11281 |
identifier_str_mv |
MARTINS, Adelaide de Andrade França. Ouvidoria como instrumento de controle social e uso da razão pública : o caso da UFS. 2016. 108 f. Dissertação (Mestrado Profissional em Administração Pública em Rede Nacional) – Universidade Federal de Sergipe, São Cristóvão, SE, 2016. |
url |
http://ri.ufs.br/jspui/handle/riufs/11281 |
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por |
language |
por |
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info:eu-repo/semantics/openAccess |
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openAccess |
dc.publisher.program.fl_str_mv |
Pós-Graduação em Administração Pública |
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UFS |
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reponame:Repositório Institucional da UFS instname:Universidade Federal de Sergipe (UFS) instacron:UFS |
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Universidade Federal de Sergipe (UFS) |
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UFS |
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UFS |
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