Processo de implantação de uma ouvidoria universitária: análise da experiência da Escola de Administração da UFBA

Abstract

This study aimed to describe and evaluate the work of the ombudsman of the School of Administration as well as suggest ways to improve its performance as a democratic channel for social participation, communication and mediation of institutional and strategic conflicts for service improvement offered by the School of Administration to its audience. With the research, it is expected to highlight the problems that may be influencing the low activation of the ombudsman and find that the implementation of an ombudsman closer to its users can contribute to the achievement of institutional goals, through a path guided by transparency and construction of the processes. The EAUFBA ombudsman was set up with the aim of adding value and cooperating with the central administration of UFBA in solving institutional problems, working as a filter of problems and solutions for the university. The result of the study was divided into two chapters. The first presents a descriptive analysis of the records sent to the ombudsman of the School of Administration. The second supplies an overview of the current vision (satisfaction survey) and expectations of the EAUFBA community about the work of the school's ombudsman. Thus, it is possible to list, in line with the recommendations in the literature, some suggestions for improvements for the studied institution, thus contributing to its improvement. This study has a temporal cutoff from July 2016 to October 2019. The research universe specifically includes the UFBA School of Administration, its students, technicians, professors and managers. Concluding the descriptive research about the actions, it can be affirmed that the manifestations received by the Ombudsman of EAUFBA, in its majority, are carried through by the internal public and, in particular, by its students by way. The most active sectors, in turn, were departments and collegiate bodies, which suggests that these sectors deserve special monitoring by the School's management in order to investigate the main problems of the sectors in order to correct them. Another relevant factor in identifying your strategic profile is a good compliance with the response time. A relevant fact found in the research was the lack of adequate disclosure of the activities and work of the ombudsman as the main factor that explains the low activation of the ombudsman at the school, a problem that justified the need for this study. Other less important findings seem to contribute to a lesser degree to the existence of the problem. The school's standard of excellence does not seem to justify the small number of actions, given that it still presents several problems. The EAUFBA community reported that it has greater security in the listening potential of an ombudsman who physically shares the same living space than in a general ombudsman, more distant.