Ouvidoria: um estudo de caso em uma Universidade Federal localizada no Sul de Minas Gerais

Abstract

The ombudsman is an important tool for organizations and their users, as it acts in the intermediation of relations between these actors. Therefore, the objective of this paper is to describe the internal process of the ombudsman sector of a federal educational institution and to understand the functions performed by this sector within the organization, and to propose alternatives to the diagnosed failures. It was found that the studied ombudsman sector has well-defined attributions and competences, as well as several channels for users to express themselves. However, some flaws were found for which possible alternatives were suggested to correct them. In this sense, it was found that the ombudsman is an important mechanism for the proper functioning of the public organization, as it is the communication link between the organization, users and society. Therefore, the dissemination of its attributions is indispensable so that there is greater participation of users in this democratic space.