Ouvidoria Pública como Instrumento de Gestão e Auxílio à Participação e Controle Social: Uma análise da Ouvidoria do Instituto Municipal de Previdência de Campo Grande-MS (IMPCG)

Abstract

The research aims to analyze the performance of the Ombudsman of the Municipal Institute of Social Security of Campo Grande-MS (IMPCG) as a tool for management, participation, and social control. In a period marked by increasing demands for transparency and efficiency in public administration, ombudsman services emerge as important instruments to foster participatory governance, providing direct channels for citizens to express complaints, suggestions, reports, and praise. This study encompassed 500 cases registered between February 2022 and September 2024, employing qualitative and quantitative methodologies to analyze the operationality and impact of the IMPCG Ombudsman. Quantitative analysis, supported by descriptive statistics, identified characteristics and areas with higher incidence of user feedback. Complementarily, qualitative analysis, conducted with the aid of the Iramuteq software, enabled the exploration of the content of the cases, uncovering the main concerns, expectations, and perceptions of the beneficiaries.The results highlight the strategic role of the ombudsman in institutional adaptation and in strengthening the dialogue between the institution and its users. Despite progress in structuring responses and processes, challenges were identified regarding the promotion of effective changes and the expansion of social participation. The study contributes to understanding the ombudsman not only as a service mechanism but also as a strategic tool for public management and the strengthening of participatory democracy. Based on the Public Ombudsman Maturity Model (MMOuP), recommendations are proposed to improve the ombudsman, emphasizing its importance as a mediating body and promoter of innovative and adaptive practices in the context of contemporary public administration.