Adequação das ouvidorias universitárias públicas ao modelo de maturidade da CGU

Abstract

Participation and social control are issues that address social relevance and have gained more and more notoriety in Brazil since the promulgation of the Constitution of the Federative Republic of Brazil, in 1988, of the Fiscal Responsibility Law - LRF and its updates, of the Federal Law n.º 12.527/2011, Law on Access to Information – LAI and Law n.º 13.460/2017, which guaranteed protection and rights to users of public services. However, even if legal provisions establish the right to access public information, there are still several obstacles to the proper popularization of information, especially in relation to the interaction of society with the State. Thus, the ombudsman's offices are an alternative to dialogue between the State and citizens and have become an important communication option for the expansion of social control and the expansion of democracy. The adoption of a maturity model tends to increase the efficiency of public entities. This study proposed to answer how public university ombudsmen can be structured to adapt to the CGU Public Ombudsman Maturity Model? For this, the objective was to propose actions to adapt public university ombudsmen to the Maturity Model in Public Ombudsman (MMOuP) established by the General Controllership of the Union. The research was developed in a qualitative way, through bibliographic research and a survey through semi-structured interviews with six ombudsmen from federal institutions of higher education. Data were analyzed using the content analysis technique. The main suggestion for implementing the MMOuP is the publication of regulations in relation to the actions carried out by the units, since the ombudsman's offices already develop many of the actions defined by the model, however, to configure the optimal level, formalization through formal mechanisms and cool. The greatest occurrence in relation to weaknesses and reasons for non-adequacy is the lack of adequate numbers for the composition of the ombudsman team. In the university segment, this adequacy can be mitigated by the cooperation between the various research departments, such as the involvement of extension projects. The student public is a differential that, in addition to enriching their academic training, can also provide them with adaptation to the MMOuP at reduced costs, serving as a model for other segments. Using existing potential, taking advantage of its strengths, makes all the difference in improving the quality of federal university services. It is expected to contribute with the Public University Ombudsmen in the adequacy of the model, helping them to reach the optimized level with simple actions, in addition to being able to contribute to the increase of efficiency in the provision of public services to the academic community.