Carta de serviços ao usuário : uma proposta de estruturação na UFRPE

Abstract

The search of society for a more transparent and effective State, emanated the creation of several public policies, bringing for the Brazilian government to disseminate data and information regarding the services provided by a public agency. Specific legislations were created to meet these demands, among them Decree 9.094/2017, which establishes the Citizen Service Charter that has emerged as an educational and informative instrument capable of transmitting information to every society served, with a commitment to guarantee quality standards in the provision of services. However, for the effectiveness of this instrument, the Citizen Service Charter must be a letter of public value, that is, it must be an instrument that generates value for society. In practice, in addition to knowing the demands of society, the Charter must be able to initiate a process of organizational transformation, bringing to the surface the need to aggregate people, processes and technology together. Thus, social participation and transparency of information will be duly met. In short, the people involved and the processes are key points for the success of the Charter implementation, however, the technology factor is crucial to the proposed innovation process, incorporating technologies to the services and regulatory activities of the public sector, making them each sophisticated. In this context, the present study had a qualitative approach and initially sought to analyze Letters models in other Brazilian IFES, in order to propose to the Federal Rural University of Pernambuco a digital framework for the Citizen Service Charter, implemented in a decentralized manner and proposing a draft regulatory resolution for its institutionalization. To that end, the methodological strategy used was action research, using a systematic mapping, bibliographic survey, documentary research, interview, survey and focus group. As a result, through the focus group the validation of the proposed framework occurred, generating subsidies for the construction of the proposed draft resolution. Thus, the present research sought to contribute to transparency in the public service, giving the user greater possibility of participation and social control, to the employees’ greater empowerment over the services provided and the institution to comply with specific legislation.