O valor público de uma ferramenta de controle social: a ouvidoria me escuta?

Abstract

Public administration in Brazil has been marked, in recent decades, by the growing demand for better public services by society, which also starts to participate in the management guidelines of the public management. In this way, the State is responsible to furnish ways for the citizen to participate, thus, creating social controls tools, such as, the ombudsman. In this context of social control, ombudsman, and better public services, emerges the idea to evaluate the public value delivered by these organizations. The objective of this research, based on a bibliographic study, a documental analysis and on a primary and secondary data collection, is to analyze in which measure does the ombudsman of the IFES deliver public value as a social control tool. To do so, an index of public value will be developed, based on efficacy indicators. Beyond that, this study will also identify good management practices between the best ombudsman using the public value index as a guide. The data were collected on a secondary way through the dashboard “RESOLVEU?” and on a primary way through the application of a survey inside the platform Fala.BR. The results showed that de manifestations registered on the selected ombudsman during the years 2017 to 2022 were concentrated on complaint and request, on a second degree, were indictment and communication. The manifestation simplify highlights as a negative point, resulting in less than 1% of the total manifestations registered. Regarding the profile of the citizen that registered the manifestations, it was discovered that it has 20 to 39 years old, in the racial aspect it is white or brown, and that it has a balance between male and female. Still regarding the results, from the calculus of the indicators, an index for public value on public ombudsman, the iVPOuv, was proposed and calculated, and, therefore, it is possible to conclude that the institutions are concerned in generating more public value. It was possible to observe that the results on the time to answer and the satisfaction indicators showed better numbers. Lastly, the research summarized good management practices for ombudsman of the IFES, pointed out also as an infographic, highlighting strategic planning, focus on the citizen, public servants, and technologies.