E viva o ônibus! participação cidadã e controle interno compartilhadoavaliação da qualidade dos serviços de transporte público de ônibus do município do Rio de Janeiro, por meio de auditoria realizada em conjunto com a sociedade civil, e utilizando a técnica cliente oculto

Resumo

This study analyzes the civil society's participation in the execution process of a governmental audit to evaluate the quality of the public service through use of the Mystery Shopper Technique and is based on the audit undertaken by the Office of Comptroller General of the Municipality of Rio de Janeiro (CGM Rio) with the participation of volunteers from the civil society in all its phases to evaluate the bus transport public service. It establishes a broad theoretical framework, debates the adoption of a technique originating in the private sector in a governmental sphere, and analyzes the opinion of the volunteers, including people with special needs, and auditors, regarding the participation in the auditing process. Applying specific questionnaires made it possible to identify the opinions of these two groups regarding the stimuli, the facilitators, the restrictions, the experience, and the undertaking of the work. Moreover, it was possible to know the auditors' opinions regarding the contribution of civil society to institutional control, the alterations in the work process to act with volunteers, and the application of the mystery shopper technique, comparing it to the script of its application by the private initiative. As a result, the volunteer team indicates that the will to contribute to the improvement of an important public service was a relevant factor in their participation, showing the idea that society seeks active citizenship, donating their time to a purpose that benefits the collective. To the auditors, the participation of the civil society in institutional control widened the capacity of evaluation and the qualitative aspect and awakened the social role of CGM Rio. These study proposes the creation of the concept for a "mystery public user technique", to apply to incognito evaluations in government. The experience can serve as a model for other institutions of government control, making the dissertation relevant. It's expected that this study contributes to the encouragement of citizen participation with the creation of effective mechanisms of sharing and collaboration by government entities. This appears to be the first Brazilian academic work that approaches an audit undertaken by a governmental entity of Internal Control with the participation of civil society volunteers adopting the mystery shopper technique.

Ficha do documento

Tipo

Dissertação

Ano

2019

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Não informado

Identificador

oai:repositorio.fgv.br:10438/28624

Temas

Gestão PúblicaTransportesAdministração PúblicaGovernançaGestão Municipal

Palavras-chave

Cliente ocultoUsuário ocultoAuditoriaParticipação cidadãControle internoTransporte coletivoMystery public userMystery shopperAuditCitizen participationInternal controlAdministração públicaTransportes coletivos - Auditoria - Rio de Janeiro (RJ)Auditoria - Participação do cidadão