O papel social da ouvidoria como garantia de um serviÃo pÃblico de melhor qualidade: a proposiÃÃo de um modelo para o DETRAN-AL

AUTOR(ES)
DATA DE PUBLICAÇÃO

2007

RESUMO

The contemporary citizen has been extending its questionings about the governmentâs performance and administration and exerting bigger influence in the context of the government-user interaction, which favors the emergence of a new society configuration, more participative and operating and that opines on the organization of its own collective. Therefore, the access way to communication is of vital importance in making this process possible. The exercise of the citizenship is only fully reached by means of the confidence in mechanisms that search the solution of problems and improvement of processes. On the other hand, the society must be aware so that new ideas and technologies are not used with political-electoral purposes or in the promotion of governments interested in guaranteeing a modern appearance, but still perpetuating old harmful practices to the public interest. The Public Administration will have to learn that effectiveness is also rapidity and the public server will have to be qualified for the adequate accompaniment of the new demands. The result of this work was the development of a Ombudsmanship model for the State Department of Transit of Alagoas - Detran-AL, to be implemented by means of quality tools such as the PDCA cycle and the Servqual method

ASSUNTO(S)

qualidade quality service citizen user engenharia de producao serviÃo cidadÃo usuÃrio ouvidoria ombudsmanship

ACESSO AO ARTIGO

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