Atuação da Rede de Ouvidoria 2014
A Secretaria da Controladoria
Geral do Estado tem a atribuição legal de coordenar as atividades de Ouvidoria
no Estado. A Rede de Ouvidoria do Poder
Executivo Estadual é composta por 58 unidades distribuídas nas secretarias e
órgãos do Poder Executivo Estadual, sendo 10 Ouvidorias centrais, 35 setoriais
e 13 especiais. Entende-se por Ouvidoria Central aquelas que possuem em sua
estrutura Ouvidorias setoriais de órgãos vinculados a exemplo da Secretaria de
Administração que coordena as seguintes ouvidorias setoriais: ATI, FUNAPE,
FUNASE e PERPART. As Ouvidorias Especiais não possuem em sua estrutura Ouvidorias
vinculadas.
No primeiro semestre deste ano a Rede teve sua
atuação voltada para Copa do Mundo. Foi firmada uma parceria com a ABIH e com a
Empetur para divulgação dos serviços da Rede de Ouvidoria do Estado por meio da
distribuição de 40.000 folder´s nos hotéis da região metropolitana e nos centros
de atendimento ao turista durante o período de 15/05/2014 a 31/07/2014, dando
assim, também, ampla divulgação ao tridgito 162, número disponibilizado ao
cidadão gratuitamente para contato com a Ouvidoria do Estado.
O acompanhamento da Rede de Ouvidoria
é realizado por meio de reuniões periódicas no auditório da Secretaria da
Controladoria Geral do Estado. Tivemos 10 reuniões de monitoramento com toda
Rede e 20 reuniões técnicas específicas com os órgãos, atendendo assim as
necessidades das Ouvidorias. Durante as reuniões de monitoramento, além de
temas técnicos e procedimentais que tratam do funcionamento das Ouvidorias,
disponibilizamos, também, palestras com temas voltados para a formação
continuada desta rede. Estas palestras são proferidas por servidores da
Secretaria da Controladoria Geral do Estado e por profissionais convidados.
O decreto nº 39.675/2013
estabeleceu dentre os requisitos para o exercício da atividade de Ouvidoria a
formação continuada, sendo exigências explícitas a participação dos ouvidores e
de suas equipes no Curso Implantação e Gestão de Ouvidorias; este ano duas
turmas foram disponibilizadas no CEFOSPE e Certificação dos Ouvidores por entidade
reconhecida nacionalmente. A referida Certificação aconteceu por meio de uma parceria
entre a Secretaria da Controladoria Geral do Estado e a Associação Brasileira
de Ouvidores – seccional Pernambuco no período de 10 a 12 de dezembro de 2014,
evento que contou com a participação do Presidente da ABO Nacional Edson
Vismona, o qual também foi instrutor. Atualmente 83 % dos Ouvidores que compõem
a Rede de Ouvidoria estão certificados. Esta Cerificação tem validade de 05
anos.
No período de 01 de janeiro a 15
de dezembro de 2014 foram cadastradas 70.114 manifestações distribuídas em 06 naturezas:
Denúncias, Elogios, Informação, Reclamação, Solicitação e Sugestão.
As manifestações cadastradas no
Sistema Informatizado de Ouvidoria são oriundas de 223 munícipios pertencentes
a 23 unidades federativas distintas o que demostra a capilaridade desta Rede de
Ouvidoria.
A portaria nº 044/2013 da
Secretaria da Controladoria Geral do Estado estabeleceu o prazo de 20 dias para
resposta ao cidadão. A Rede de Ouvidoria obteve um ótimo resultado na conclusão
de suas manifestações alcançando um percentual de resolutividade de 80,35 %.
Dentre as origens de entrada das
manifestações se sobressaem o contato por meio dos números 0800 das Ouvidorias
e do tridÍgito 162 da Ouvidoria do Estado totalizando 24.251 manifestações
neste status, seguidas das origens internet e e-mail com 17.960 e 14.607 manifestações,
respectivamente.
Com o objetivo de subsidiar as
ações de Controle Interno, proporcionando assim a melhoria da Gestão Pública
foram analisadas 439 manifestações nas naturezas denúncias e reclamações cadastradas
nas Secretarias e Órgãos que tiveram atuação deste órgão de Controle Interno no
ano de 2014.
A Pesquisa de Satisfação é
disponibilizada a todos os cidadãos que recebem sua resposta através do Sistema
Informatizado de Ouvidoria, dentre as seis perguntas uma refere-se a
reutilização dos serviços desta Rede pelo cidadão usuário, 92,16 % dos cidadãos
afirmaram que reutilizariam os serviços prestados por esta Rede.
Performance of the Ombudsman Network 2014
The Office of the State Comptroller General has the legal authority to coordinate the Ombudsman's activities in the State. The State Executive Ombudsman Network consists of 58 units distributed in the departments and agencies of the State Executive Power, and 10 central Ombudsman, 35 sectoral and 13 special. It is understood by Central Ombudsman those that have in their sectoral structure of Ombudsman institutions linked such as the Secretariat for Administration who coordinates the following sectoral ombudsmen: ATI, FUNAPE, FUNASE and PERPART. The Ombudsman Special not have in your linked Ombudsman structure.
In the first half of this year the network had its performance directed to the World Cup. A partnership with the ABIH and the Empetur for disclosure of the State Ombudsman network through distribution services 40,000 folder's hotels in the metropolitan area and the tourist service centers was signed during the period 15/05 / 2014 to 07.31.2014, thereby also widely disseminated to tridgito 162 number available to the citizen free to contact the State Ombudsman.
Monitoring of the Ombudsman Network is accomplished through regular meetings in the auditorium of the Secretariat of the General State Comptroller. We had 10 monitoring meetings with all Network and 20 technical meetings with specific organs, thus meeting the needs of the Ombudsman. During the monitoring meetings and technical and procedural issues dealing with the functioning of the Ombudsman we have also lectures with themes related to the continued formation of this network. These lectures are given by the Secretariat servers of the State Comptroller General and by invited professionals.
The Decree No. 39,675 / 2013 established among the requirements for the exercise of the Ombudsman activity continuing education, and explicit demands the participation of ombudsmen and their teams in the Course Implementation and Management Ombudsman; this year two classes were made available on CEFOSPE and certification of Ombudsmen by nationally recognized entity. Said certification happened through a partnership between the Secretariat of the General Comptroller of the State and the Brazilian Association of Ombudsmen - sectional Pernambuco in the period of 10 to 12 December 2014, an event that was attended by the President of ABO Edson Vismona which was also an instructor. Currently 83% of the Ombudsman that make up the Ombudsperson Network are certified. This Cerificação is valid for 05 years.
In the period from January 1 to December 15, 2014 were registered 70 114 events distributed in 06 kinds: Complaints, Compliments, information, complaint, request and suggestion.
The manifestations registered in the Information System of Ombudsman are from 223 municipalities belonging to 23 different federal units which demonstrates the reach of this Ombudsman Network.
The decree No. 044/2013 of the Secretariat of State Comptroller General established a deadline of 20 days to reply to the citizen. The Ombudsman Network got a great result in the completion of its manifestations reaching a percentage of resoluteness of 80.35%.
Among the manifestations of input sources excel contact through 0800 the Ombudsman and tridÍgito 162 of the State Ombudsman totaling 24,251 demonstrations in this status, followed by internet sources and email with 17,960 and 14,607 events, respectively.
In order to subsidize the internal control actions, thus providing improved Public Management analyzed 439 events in the complaints natures and complaints registered in Departments and Agencies that had performance of this internal control body in 2014.
The Satisfaction Survey is available to all citizens who receive their response through the Information System of the Ombudsman, among the six questions one refers to reuse the services of this network user citizen, 92.16% of citizens said reutilizariam services provided by this Network.
Performance of the Ombudsman Network 2014
The Office of the State Comptroller General has the legal authority to coordinate the Ombudsman's activities in the State. The State Executive Ombudsman Network consists of 58 units distributed in the departments and agencies of the State Executive Power, and 10 central Ombudsman, 35 sectoral and 13 special. It is understood by Central Ombudsman those that have in their sectoral structure of Ombudsman institutions linked such as the Secretariat for Administration who coordinates the following sectoral ombudsmen: ATI, FUNAPE, FUNASE and PERPART. The Ombudsman Special not have in your linked Ombudsman structure.
In the first half of this year the network had its performance directed to the World Cup. A partnership with the ABIH and the Empetur for disclosure of the State Ombudsman network through distribution services 40,000 folder's hotels in the metropolitan area and the tourist service centers was signed during the period 15/05 / 2014 to 07.31.2014, thereby also widely disseminated to tridgito 162 number available to the citizen free to contact the State Ombudsman.
Monitoring of the Ombudsman Network is accomplished through regular meetings in the auditorium of the Secretariat of the General State Comptroller. We had 10 monitoring meetings with all Network and 20 technical meetings with specific organs, thus meeting the needs of the Ombudsman. During the monitoring meetings and technical and procedural issues dealing with the functioning of the Ombudsman we have also lectures with themes related to the continued formation of this network. These lectures are given by the Secretariat servers of the State Comptroller General and by invited professionals.
The Decree No. 39,675 / 2013 established among the requirements for the exercise of the Ombudsman activity continuing education, and explicit demands the participation of ombudsmen and their teams in the Course Implementation and Management Ombudsman; this year two classes were made available on CEFOSPE and certification of Ombudsmen by nationally recognized entity. Said certification happened through a partnership between the Secretariat of the General Comptroller of the State and the Brazilian Association of Ombudsmen - sectional Pernambuco in the period of 10 to 12 December 2014, an event that was attended by the President of ABO Edson Vismona which was also an instructor. Currently 83% of the Ombudsman that make up the Ombudsperson Network are certified. This Cerificação is valid for 05 years.
In the period from January 1 to December 15, 2014 were registered 70 114 events distributed in 06 kinds: Complaints, Compliments, information, complaint, request and suggestion.
The manifestations registered in the Information System of Ombudsman are from 223 municipalities belonging to 23 different federal units which demonstrates the reach of this Ombudsman Network.
The decree No. 044/2013 of the Secretariat of State Comptroller General established a deadline of 20 days to reply to the citizen. The Ombudsman Network got a great result in the completion of its manifestations reaching a percentage of resoluteness of 80.35%.
Among the manifestations of input sources excel contact through 0800 the Ombudsman and tridÍgito 162 of the State Ombudsman totaling 24,251 demonstrations in this status, followed by internet sources and email with 17,960 and 14,607 events, respectively.
In order to subsidize the internal control actions, thus providing improved Public Management analyzed 439 events in the complaints natures and complaints registered in Departments and Agencies that had performance of this internal control body in 2014.
The Satisfaction Survey is available to all citizens who receive their response through the Information System of the Ombudsman, among the six questions one refers to reuse the services of this network user citizen, 92.16% of citizens said reutilizariam services provided by this Network.
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