Use este identificador para citar ou linkar para este item: https://repository.ufrpe.br/handle/123456789/5763
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dc.contributor.advisorBrito, Kellyton dos Santos-
dc.contributor.authorSilva, Hugo Rafael Alves da-
dc.date.accessioned2024-06-11T18:41:56Z-
dc.date.available2024-06-11T18:41:56Z-
dc.date.issued2024-03-01-
dc.identifier.citationSILVA, Hugo Rafael Alves da. Benchmark for public ombudsman portals of the State Courts of Accounts in Brazil. 2024. 17 f. Trabalho de Conclusão de Curso (Bacharelado em Ciência da Computação) – Departamento de Computação, Universidade Federal Rural de Pernambuco, Recife, 2024.pt_BR
dc.identifier.urihttps://repository.ufrpe.br/handle/123456789/5763-
dc.description.abstractIn Brazil, public ombudsman offices, established to handle citizen complaints about public services, face challenges amidst the ongoing digital transformation of governmental institutions. While government strategies aim at modernization, practical implementation falls short, evident in issues such as infrastructure problems and service disconnection. This extends to public ombudsman offices, as it is part of the public bodies, being difficult even to measure and compare their portals to each other. This study, conducted in partnership with the State Court of Accounts of Pernambuco, seeks to address these challenges by creating a benchmark for evaluating Brazilian State Courts of Accounts' ombudsman portals. Drawing on relevant legislation, the Brazilian Public Ombudsman Maturity Model, and public service literature, the benchmark establishes requirements and acceptance criteria, validated by public service specialists, aiming to evaluate the portals and through this evaluation, assist the ombudsman's offices in understanding what needs to be improved or implemented on their portals to achieve their objectives. This benchmark also enables ombudsman's offices to learn from each other. The main conclusions highlights the need for public ombudsman portals to improve the way they implement their core services, such as registering and tracking of citizen’s manifestations. Additionally, there's an emphasis on the necessity for portals to reach a broader audience by implementing more accessibility features and modernizing their communication and navigation through virtual assistants and chat bots. The application of the benchmark also clarifies that there are better-developed portals that can serve as inspiration for less-developed ones, both in general and in terms of specific requirements.pt_BR
dc.format.extent17 f.pt_BR
dc.language.isoen_USpt_BR
dc.rightsopenAccesspt_BR
dc.rights.urihttps://creativecommons.org/licenses/by-nc-sa/4.0/deed.pt_BRpt_BR
dc.subjectServiço públicopt_BR
dc.subjectOuvidoriaspt_BR
dc.subjectInternet na administração públicapt_BR
dc.subjectBenchmarking (Administração)pt_BR
dc.titleBenchmark for public ombudsman portals of the State Courts of Accounts in Brazilpt_BR
dc.typebachelorThesispt_BR
dc.rights.licenseAtribuição-NãoComercial-CompartilhaIgual 4.0 Internacional (CC BY-NC-SA 4.0)pt_BR
dc.contributor.advisorLatteshttp://lattes.cnpq.br/8750956715158540pt_BR
dc.contributor.advisor-coSantos, Glória M.-
dc.degree.levelGraduacaopt_BR
dc.publisher.countryBrasilpt_BR
dc.degree.localRecifept_BR
dc.degree.grantorUniversidade Federal Rural de Pernambucopt_BR
dc.degree.graduationBacharelado em Ciência da Computaçãopt_BR
dc.degree.departamentDepartamento de Computaçãopt_BR
Aparece nas coleções:TCC - Bacharelado em Ciência da Computação (Sede)

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