Ouvidoria da UFCG: controle social e melhoria da gestão universitária.

Abstract

The Ombudsmen are in the agenda of public management to be the main channel between citizens and public administration. The managerial and social aspects of public administration converge on this role, but visualize different ways to the effectiveness of these bodies. In public universities, there are complexities linked to the profile of managers and users that influence organizational culture, affecting the achievement of the Ombudsman's services. This study aimed to analyze what has been and what can be done to the Ombudsman of the Federal University of Campina Grande influence effectively in improving the management and social control in the entity. Therefore, an organizational diagnosis was produced in three parts: service framework, procedural framework and opinions of social actors involved in the phenomenon. In this survey, we sought to question strategic managers, users, ombudsmen who managed the industry since its inception, the Union General Magistrate and President of the National Ombudsmen University Forum. These last two figures mark out an opinion of what is to be the true nature of a public ombudsman, and conditions of a better analysis of the comparison of views among surveyed actors. In the questionnaire applied to users added to a satisfaction survey that showed a good overall assessment of the service, but many nuances that must be analyzed in light of the democratic effectiveness. It is perceived good number of cases, stratified between the various segments and types of demand, which could mark out an analysis of the solving of the sector. The opinion of the actors presented some convergences which explained possibilities for faster and feasible changes and differences, influenced by insistent patrimonial culture, which can disrupt important changes. a large picture of services, which can still be greatly expanded through the changes that were proposed at the end was observed. The highlights were the following policy proposals: the systematization of research continuous satisfaction; the most accurate record of requests received, all of which are inserted into the electronic governance tools recently created (e- SIC and e-OUV); and fostering a dedicated social participation to control the fulfillment of public policies by the university management. Such a development would materialize through hearings, conferences and public forums, even faced with two difficulties: countering the view of some strategic managers of the entity and attract citizens to participate in social control.