Acompanhamento das ouvidorias do governo do estado de São Paulo
Autor(a) principal: | |
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Data de Publicação: | 2011 |
Outros Autores: | , |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional do FGV (FGV Repositório Digital) |
Texto Completo: | http://hdl.handle.net/10438/8605 |
Resumo: | Dissertation elaborated according to the term of reference made by FGV and the Public Management Secretariat of the São Paulo State Government (SGP), whose objective is to analyze and propose improvements to the semiannual report of São Paulo’s 'state ombudsmen'. The semiannual report is a compilation of all the São Paulo's 'state ombudsmen' information, made by SGP. The dissertation analyzes the report and the processes that regard its elaboration. Therefore, it aimed the understanding of: the 'state ombudsmen' institutional role, despite their lack of independence; the types of analysis on it, with quantitative comparisons that doesn't consider different realities; the information flow, from the moment the citizen makes his manifest to the delivery of the report, considering the different channels; IT system underutilized; misinterpretation of the 'ombudsmen' role, informally coordinated by the SGP. After the analysis, improvement suggestions have been made, regarding issues such as: presentation, standards, participation, communication, IT system and governance. |
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Barros, Heraldo deKadouaki, Ricardo AugustoCarvalho, Rony Cachola deEscolas::EAESPTeixeira, Marco Antonio CarvalhoCunha, Luciana GrossFranzese, CibeleCouto, Cláudio Gonçalves2011-09-15T18:42:20Z2011-09-15T18:42:20Z2011-08-30http://hdl.handle.net/10438/8605Dissertation elaborated according to the term of reference made by FGV and the Public Management Secretariat of the São Paulo State Government (SGP), whose objective is to analyze and propose improvements to the semiannual report of São Paulo’s 'state ombudsmen'. The semiannual report is a compilation of all the São Paulo's 'state ombudsmen' information, made by SGP. The dissertation analyzes the report and the processes that regard its elaboration. Therefore, it aimed the understanding of: the 'state ombudsmen' institutional role, despite their lack of independence; the types of analysis on it, with quantitative comparisons that doesn't consider different realities; the information flow, from the moment the citizen makes his manifest to the delivery of the report, considering the different channels; IT system underutilized; misinterpretation of the 'ombudsmen' role, informally coordinated by the SGP. After the analysis, improvement suggestions have been made, regarding issues such as: presentation, standards, participation, communication, IT system and governance.Trabalho elaborado de acordo com o termo de referência acordado entre FGV e Secretaria de Gestão Pública, cujo objetivo é analisar e propor melhorias ao relatório semestral das Ouvidorias Públicas do Estado de São Paulo. O relatório semestral é uma compilação das informações de todas as ouvidorias de todos os órgãos públicos estaduais, contempla as reclamações e manifestações recebidas por cada um dos órgãos e é elaborado pela Secretaria de Gestão Pública (SGP). O trabalho contempla a análise do relatório e dos processos relacionados à sua elaboração. Procurou-se entender: o papel institucional das Ouvidorias Públicas como representantes do cidadão, apesar da falta de independência frente aos Poder Executivo; os tipos de análise feitos no relatório semestral, que contemplam apresentações e comparações quantitativas que não consideram as realidades de órgãos e períodos distintos; o fluxo da informação, desde a manifestação do cidadão até a confecção do relatório, com diferentes e pouco integrados canais de entrada, sistema de TI subutilizado, e alta incidência de cidadãos que utilizam a ouvidoria como fonte de informação; os ouvidores, coordenados informalmente pela SGP e com percepções diferentes de sua função. A partir da análise, foram feitas sugestões para a Secretaria de Gestão Pública melhorar relatório semestral das ouvidorias, envolvendo uma melhor forma da apresentação das informações, a padronização de formas de contato, o incentivo à participação, a orientação por meio dos sites institucionais do Governo do Estado, a melhoria dos sistemas de TI, de coordenação e de governança.porGovernancePublic controlPublic participationGovernançaControle públicoParticipação públicaAdministração públicaDefensores públicosOuvidoresAcompanhamento das ouvidorias do governo do estado de São Pauloinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessORIGINALAcompanhamento das Ouvidorias.pdfAcompanhamento das 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dc.title.por.fl_str_mv |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
title |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
spellingShingle |
Acompanhamento das ouvidorias do governo do estado de São Paulo Barros, Heraldo de Governance Public control Public participation Governança Controle público Participação pública Administração pública Defensores públicos Ouvidores |
title_short |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
title_full |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
title_fullStr |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
title_full_unstemmed |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
title_sort |
Acompanhamento das ouvidorias do governo do estado de São Paulo |
author |
Barros, Heraldo de |
author_facet |
Barros, Heraldo de Kadouaki, Ricardo Augusto Carvalho, Rony Cachola de |
author_role |
author |
author2 |
Kadouaki, Ricardo Augusto Carvalho, Rony Cachola de |
author2_role |
author author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EAESP |
dc.contributor.member.none.fl_str_mv |
Teixeira, Marco Antonio Carvalho Cunha, Luciana Gross Franzese, Cibele |
dc.contributor.author.fl_str_mv |
Barros, Heraldo de Kadouaki, Ricardo Augusto Carvalho, Rony Cachola de |
dc.contributor.advisor1.fl_str_mv |
Couto, Cláudio Gonçalves |
contributor_str_mv |
Couto, Cláudio Gonçalves |
dc.subject.por.fl_str_mv |
Governance Public control Public participation Governança Controle público Participação pública |
topic |
Governance Public control Public participation Governança Controle público Participação pública Administração pública Defensores públicos Ouvidores |
dc.subject.area.por.fl_str_mv |
Administração pública |
dc.subject.bibliodata.por.fl_str_mv |
Defensores públicos Ouvidores |
description |
Dissertation elaborated according to the term of reference made by FGV and the Public Management Secretariat of the São Paulo State Government (SGP), whose objective is to analyze and propose improvements to the semiannual report of São Paulo’s 'state ombudsmen'. The semiannual report is a compilation of all the São Paulo's 'state ombudsmen' information, made by SGP. The dissertation analyzes the report and the processes that regard its elaboration. Therefore, it aimed the understanding of: the 'state ombudsmen' institutional role, despite their lack of independence; the types of analysis on it, with quantitative comparisons that doesn't consider different realities; the information flow, from the moment the citizen makes his manifest to the delivery of the report, considering the different channels; IT system underutilized; misinterpretation of the 'ombudsmen' role, informally coordinated by the SGP. After the analysis, improvement suggestions have been made, regarding issues such as: presentation, standards, participation, communication, IT system and governance. |
publishDate |
2011 |
dc.date.accessioned.fl_str_mv |
2011-09-15T18:42:20Z |
dc.date.available.fl_str_mv |
2011-09-15T18:42:20Z |
dc.date.issued.fl_str_mv |
2011-08-30 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
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masterThesis |
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dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/8605 |
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http://hdl.handle.net/10438/8605 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
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