Computerized system of the general ombudsman’s office of UNICAMP

Abstract

Introduction: The Brazilian Constitution guarantees the right to access to information, and UNICAMP has been committed to guaranteeing this right effectively. The project presented is the result of collaborative work between employees of the UNICAMP General Ombudsman's Office and the Office of Institutional Data and Decision Support (EDAT). This effort involved discussions about the technological needs to optimize the Ombudsman's processes, focusing on improving records, categorization and classification of demands. Objective: The implementation of the new Computerized System of the UNICAMP General Ombudsman's Office aims to facilitate the recording of demands by users and the evaluation of the service provided. Methodology: Through data storage and analysis, the system generates reports that allow a broad vision for improving public service, covering both opinions and requests for information. Results: The system offers several features that improve the user experience when registering their demands. Furthermore, it provides agility to the Ombudsman and its team in handling complaints. The efficiency in communicating with users stands out, enabling quick forwarding of requests to the competent areas. Conclusion: Thus, UNICAMP's General Ombudsman's Office establishes itself as a management tool, contributing significantly to transparency and effectiveness in serving the public.