The Ombudsman is a support instrument that, together with other bodies of
participation and social control, performs a work based on the principles of
participatory democracy enshrined in the Federal Constitution of Brazil (CF / 1988).
The Institution aims to resolve conflicts and demands made by society with regard to
quality in the provision of public services, representing the interests of citizens in the
person of the Ombudsman, this with the objective of promoting justice and defense of
social interests, as well as the existing correlation between the services provided for
conflict mediation when trying in a timely manner to seek their solution. Active
institution of democratic governance, framing itself in a state instrument, prioritizing
the current trend that is social participation in political decisions and Transparency in
Government actions. In this context, the objective is to identify the Ombudsman's
actions in the municipality of Palmas, Capital of Tocantins, in relation to conflict
mediation within the scope of the Education Secretariat, who are its support bodies,
as well as their emergence. It is a qualitative and quantitative research based on the
Case Study, in which the role of the Ombudsman is considered, according to the
ethical and legal principles recommended in the 1988 Constitution. The research was
carried out in two stages: the first consists of a documentary analysis of the General
and Monthly Reports of the manifestations received by the Ombudsman General of
Palmas for the years 2016, 2017 and 2018 available on the website of the
Municipality of Palmas; At this stage, a study was also carried out in research that
deals with the role of the ombudsman and the legal basis of the ombudsman in the
light of CF / 88 and bibliographic collection. The second stage comprises an
empirical study addressed to the Director responsible for the General Ombudsman.
An interview with the professional was carried out based on a script containing 29
open questions, divided into three blocks: on the role of the Ombudsman and
servers; resources, deadlines and answers and about the Institution, also containing,
if necessary by the Director, an open field to add comments and unsolicited
information in the interview. The results show that the demand for the services
provided by the Institution is growing, being driven mainly by the internet and
telephone, in addition to being considered a space for dialogue between the
Administration and the Users, participating in the administrative management. We
suggest more participatory actions with society and policies aimed at intensifying the
disclosure about the services provided by the Ombudsman and its fundamental
importance to social and ethical control in the administrative action of public entities,
as well as expanding its transparent performance.
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