Ouvidoria e seus elementos de maturidadeanálise do plano de integridade das organizações públicas e sua relação com a maturidade das ouvidorias.

Resumo

Objective - This research aims to conduct a comparative study of three public ombudsman offices of the federal direct administration - Ministry of Education, Ministry of Citizenship and Ministry of Agriculture, Livestock and Supply - with regard to the degree of maturity of their units in the Maturity Model in Public Ombudsman and the institutional rule present in the integrity plans of these bodies that relate to ombudsman activities, in particular to the receipt and treatment of complaints, in order to identify common aspects of maturity and standardization. Methodology - This work is an empirical theoretical study, qualitative-descriptive, with data from documentary and bibliographic research from internet searches on websites of the analyzed agencies and other institutional publications. Findings – For the results of this research, there is a survey of characteristics that contribute to the maturation of the ombudsman's. The results indicated the existence of aspects common to the performance of the units in the promotion of social participation and in other duties of the ombudsman' s, especially in the subject related to complaints. Limitations - This research analyzed only three organs of direct administration, not being a conclusion extended to all the ombudsman's office that make up the Ombudsman's System of the Federal Executive Power, while there is no history of the same initiatives of the actions identified in order to establish a comparison of their own evolutions. Another limitation refers to the parameters established for the selection of units, considering that the materiality in relation to the volume of complaints received by the units not included in the study represents primary public policies to society. Applicability - This work applies in the expansion of studies on the evolution of the ombudsman's attributions as a unit of integrity of public organizations and the association with the degree of maturity of their dimensions, using a management instrument capable of identifying their main strengths and weaknesses, and acting effectively to expand their capacities. Thus, it is believed that the work can provide subsidies for new research and critical analyses on the measurement of the ombudsman's capacities and verify other factors that contribute to the promotion of a virtuous relationship between the State and society, and that are also capable of promoting improvement processes, whether structural or systemic. Originality - The novelty of the approach is emphasized because it is inconceivable a study that would allow the identification of standards of integrity and their relationship with the maturity of the ombudsman's office once the Model of Maturity in public ombudsman was launched on 03/16/2021, with a deadline for self-diagnosis by the more than 300 ombudsman's office of the Federal Executive Branch (SisOuv) until September 2021, in addition to involving later phases that are expected to be completed in March/2023, pursuant to its Implementation Guide (CGU, 2021). Moreover, there are no studies on citizen satisfaction in the treatment of complaints by the organs of the Federal Executive Branch, and there is, therefore, the opportunity to collect relevant research materials, still little explored in the academic field.

Ficha do documento

Tipo

Dissertação

Ano

2022

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/35902

Temas

Políticas PúblicasAdministração PúblicaGovernança

Palavras-chave

OuvidoriaMaturidadeGovernançaIntegridadeDenúnciaGovernanceIntegrityOmbudsmanMaturityWhistleblowingAdministração públicaOuvidorias - BrasilOrganizações públicas - BrasilTransparência na administração pública - BrasilGovernança pública