Ouvidoria educacional e inspeção escolar: as implicações das manifestações recebidas no trabalho do inspetor escolar

Abstract

This dissertation was developed within the scope of the Professional Master's Degree in Management and Evaluation of Education (PPGP) of the Center for Public Policies and Education Evaluation of the Federal University of Juiz de Fora (CAEd / UFJF). The management case studied discusses the increase of manifestations and denunciations received by the School Inspection Service of the Regional Superintendence of Metropolitan Education C. The focus of the work are the manifestations received through the Ombudsman's Office and sent by the Educational Ombudsman. The general objective of the research is to analyze the main factors that generate manifestations sent to the School Inspection Service. The specific objectives are: to describe the SRE School Inspection Service and the Educational Ombudsman service in Minas Gerais, to map the main issues of the manifestations received in the SRE in the years 2015 and 2016 and, finally, to propose an action plan to prevent or to reduce complaints. We assume as hypotheses that the inspector has accumulated functions over time, however with the increase of complaints, he has not been able to fulfill part of his duties, since much of his time is spent on investigation and response process. To support the discussion, the theoretical framework contextualizes the public administration in Brazil and discusses the creation of management's accountability proposals of the managerial administration, in addition to considering the role of the inspector in this context and his role in guaranteeing customer citizen satisfaction. To carry out this work, was used as a methodology a case study through a qualitative approach, with the use of questionnaires and documentary analysis. Questionnaires were applied to School Principals and Inspectors to identify their perception about the process of calculating and responding to the manifestations and about the most frequent typologies. The action plan proposes the definition of actions that allow the inspector to fulfill all his duties, which include actions of orientation, supervision and control, as well as the verification and response to the manifestations, focusing on preventive actions that also guarantee greater satisfaction of educational services users.