Elementos constituintes que transformam a ouvidoria pública em ferramenta estratégica de governança

Abstract

This study discusses the fundamental elements that public ombudsman offices in Brazil must develop in order to be transformed into strategic tools for public governance. The aim is to present the basic principles and elements of public governance in the country and also to understand that governance points the way forward to ensure excellence and balance in the public services provided. To this end, it is necessary to present data, insights and strategic information that will point out the paths that should be followed by the public administration. The public ombudsman office is the strategic tool that can support the work of governance, as it is a channel responsible for listening to the population’s concerns, be they complaints, suggestions, reports, requests and compliments, and transforming them into data that can later be transformed into information and indicators for public policies. In order to reach the desired understanding, the study demonstrates the global history of the ombudsman office and its development over the years. In addition to presenting the historical context, for a better understanding, it was decided to point out the correlation between the principles of the public ombudsman office and the principles of public governance in Brazil. Using the case study methodology, the work developed by the Ombudsman’s Office of the State of Paraná was researched. By correlating the principles of ombudsmanship and governance, the service is transformed into a strategic tool for public governance, providing public managers with information that helps them make decisions. In addition, it enables the identification of possible misconduct that impacts management with the data that is extracted and processed by the Strategic Information Center of the Ombudsman’s Office of the State of Paraná. The path to good and correct public governance is long and full of obstacles, but it can only be overcome if it is started at some point. This study aims to develop an ombudsman’s manual containing guidelines for transforming a public ombudsman’s office into a strategic tool for public governance, presenting good governance practices in ombudsman’s offices.