The purpose of this dissertation was to demonstrate the importance of carrying out
qualitative monitoring of the conciliation proceedings, carried out by CEJUSC of
Palmas – TO region. The study is justified by the relevance of the matter, understood
as indispensable for accomplishing the human right of access to justice. The
quantitative – qualitative method presented itself as the most adequate to the
proposed objectives of diagnosing the satisfaction degree of those under jurisdiction
in relation to the conciliatory services provided by CEJUSC. The data collection was
done by the application of an User Satisfaction Survey, being directed to the
lawyers/public defenders composed of 19 closed-ended questions and the one
destined to those under jurisdiction consisting of 17 closed-ended questions, applied
to the users of CEJUSC of Palmas-TO in the period of May 2nd to May 8th of 2018.
Turning to research sample universe, 100 lawyers/public defenders and 95 of those
under jurisdiction replied to the research form, totalling 195 participating users. In
addition to the result obtained with the application of the User Satisfaction Survey
tool, a vast bibliographic material was used through books, scientific articles,
legislation and web pages consultation. The results indicate the need for qualitative
monitoring of the conciliation proceedings carried out by Cejusc of Palmas-TO as a
way of marking out the public administration in order to adopt measures to improve
the service provided and as a way of accomplishing the human right of access to
justice.
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