Computerized system of the general ombudsman’s office of UNICAMP
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...
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Universidade Estadual de Campinas
2026
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| Online Access: | https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344 |
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| author | Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de |
| author_facet | Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de |
| author_sort | Lopes, Cecilia Marcia Pereira |
| collection | Portal da Incubadora de Periódicos Científicos, Acadêmicos e Educacionais |
| container_reference | Revista Saberes Universitários; Vol. 5 (2026): Continous Publication: Communication - SimTec; e026015 |
| description | 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. |
| first_indexed | 2026-04-15T21:01:14Z |
| format | Online |
| id | ojs-article-20344 |
| institution | Universidade Estadual de Campinas |
| issn | 2447-9411 |
| language | por |
| last_indexed | 2026-04-16T21:01:05Z |
| publishDate | 2026 |
| publisher | Universidade Estadual de Campinas |
| record_format | ojs |
| spelling | ojs-article-203442026-04-16T15:36:19Z Computerized system of the general ombudsman’s office of UNICAMP Sistema informatizado da Ouvidoria Geral da UNICAMP Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Ombudsman Reception Management Ouvidoria Acolhimento Gestão 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. Introdução: A Constituição Brasileira assegura o direito ao acesso à informação, e a UNICAMP tem se empenhado em garantir esse direito de forma efetiva. O projeto apresentado resulta de um trabalho colaborativo entre os servidores da Ouvidoria Geral da UNICAMP e o Escritório de Dados Institucionais e Suporte à Decisão (EDAT). Este esforço envolveu discussões sobre as necessidades tecnológicas para otimizar os processos da Ouvidoria, focando na melhoria dos registros, categorização e classificação das demandas. Objetivo: A implementação do novo Sistema Informatizado da Ouvidoria Geral da UNICAMP visa facilitar o registro de demandas pelos usuários e a avaliação do atendimento prestado. Metodologia: Através do armazenamento e análise dos dados, o sistema gera relatórios que permitem uma visão ampla para a melhoria do serviço público, abrangendo tanto opiniões quanto solicitações de informação. Resultados: O sistema oferece diversas funcionalidades que melhoram a experiência do usuário ao registrar suas demandas. Além disso, proporciona agilidade à Ouvidoria e sua equipe no tratamento das manifestações. Destaca-se a eficiência na comunicação com os usuários, possibilitando um rápido encaminhamento das solicitações para as áreas competentes. Conclusão: A Ouvidoria Geral da UNICAMP se firma como uma ferramenta de gestão, contribuindo significativamente para a transparência e eficácia no atendimento ao público. Universidade Estadual de Campinas 2026-03-31 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Text Texto application/pdf text/html https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344 10.20396/saberes.v5i00.20344 Revista Saberes Universitários; Vol. 5 (2026): Continous Publication: Communication - SimTec; e026015 Revista Saberes Universitários; v. 5 (2026): Publicação Contínua: Comunicação - SimTec; e026015 2447-9411 por https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344/14634 https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344/14649 https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344/14650 Brazil; Contemporary Brasil; Contemporâneo Copyright (c) 2025 Cecilia Lopes, Erika Maria Rodrigues de Castro https://creativecommons.org/licenses/by/4.0 |
| spellingShingle | Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Lopes, Cecilia Marcia Pereira Castro, Erika Maria Rodrigues de Ombudsman Reception Management Ouvidoria Acolhimento Gestão Computerized system of the general ombudsman’s office of UNICAMP |
| title | Computerized system of the general ombudsman’s office of UNICAMP |
| title_full | Computerized system of the general ombudsman’s office of UNICAMP |
| title_fullStr | Computerized system of the general ombudsman’s office of UNICAMP |
| title_full_unstemmed | Computerized system of the general ombudsman’s office of UNICAMP |
| title_short | Computerized system of the general ombudsman’s office of UNICAMP |
| title_sort | computerized system of the general ombudsman’s office of unicamp |
| topic | Ombudsman Reception Management Ouvidoria Acolhimento Gestão |
| url | https://econtents.sbu.unicamp.br/inpec/index.php/saberes/article/view/20344 |
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