Ouvidoria como instrumento de gestão democrática e participativa, melhoria de processos, inclusão e controle social: estudo de caso na ouvidoria de ações afirmativas da Universidade Federal de Juiz de Fora

Abstract

This dissertation was developed within the scope of the Professional Master’s Program in Public Education Management and Evaluation (PPGP) at the Center for Public Policies and Education Evaluation (CAEd) of the Federal University of Juiz de Fora (UFJF). The case study presents public ombudsman offices within the Federal Executive Branch: the General Ombudsman Office and the Specialized Ombudsman Office for Affirmative Action at the Federal University of Juiz de Fora – UFJF, with an emphasis on the Specialized Ombudsman and its structure. The research includes the following objectives: the general objective is to investigate the effectiveness of participation and social oversight within the Specialized Ombudsman Office for Affirmative Action, as well as to analyze whether the demands received by this Ombudsman Office have contributed to the improvement of inclusion processes at the university. The descriptive objective is to map the internal workflow and structure of the Specialized Ombudsman Office for Affirmative Action at UFJF, considering the reception of submissions, their volume, types of claimants (with a more detailed exploration of the “Complaint” type), reports, and other actions that are part of the agency’s workflow. Finally, the analytical objective is to systemically understand, through the analysis of data obtained from bibliographic, documentary, and field research, the processes and general actions carried out by the Specialized Ombudsman Office for Affirmative Action, identifying its strengths and challenges. This work is based on applied research with a qualitative approach. As procedures for data collection, bibliographic and documentary research were used, followed by field research through semi-structured interviews. Based on the data collection and analysis, and grounded in the theoretical framework studied, an Educational Action Plan (PAE) will be proposed, aiming to suggest actions capable of strengthening the Specialized Ombudsman Office for Affirmative Action as an active instrument of social participation, social oversight, and inclusion. The plan will seek to create, from the complaints received, solutions and practices (frequently monitored) that support improved performance in the management and inclusion programs offered by the university.