Início > Boas Praticas > Ouvidoria Municipal de Erechim: Um Canal de Cidadania

Ouvidoria Municipal de Erechim: Um Canal de Cidadania

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Erechim

Continente: 
América do Sul
País: 
Brasil
Estado - Província: 
RS
População (Ano): 
101.752 hab.
Ano População: 
2014
Em Erechim a Ouvidoria Municipal foi criada para ser um canal de interlocução entre as demandas da comunidade e os serviços prestados pela Prefeitura. Além disso, o órgão destaca-se por ter implantado a "Ouvidoria Ativa", que busca o munícipe para ouvir sua opinião sobre o serviço utilizado. A iniciativa visa contribuir para melhorar a qualidade e eficiência dos serviços oferecidos pela administração pública.

Descrição:

Em 2011 foi implantado um novo modelo de ouvidoria municipal na Cidade de Erechim.

A nova ouvidoria veio com a proposta real de efetivar um canal de interlocução mais humano entre as demandas da comunidade e os serviços prestados pela prefeitura. Dessa forma, a população, de fato, contribui para melhorar a gestão municipal.

A ouvidoria é uma ferramenta de gestão democrática, cuja finalidade é proporcionar o diálogo entre a população e o Poder Executivo Municipal. Trata-se de um importante mecanismo de escuta do cidadão, pois recebe sugestões, solicitações, denúncias e reclamações da população sobre os serviços públicos. 

A Ouvidoria Municipal de Erechim recebe, analisa e encaminha todas as manifestações da população às secretarias competentes, recomendando possíveis medidas para a solução ou prevenção das mesmas. Em seguida, comunica de forma imediata ao cidadão o parecer do Poder Executivo.

Além do importante resultado obtido desde a reorganização da ouvidoria (79,13% das demandas recebidas tiveram resolução positiva por parte da prefeitura), é realizado um importante trabalho de pós-atendimento, que deve ser destacado como exemplo de inovação.

O pós-atendimento ou "Ouvidoria Ativa", como é conhecida, tem o objetivo de avaliar o trabalho do setor público nas diferentes áreas da gestão.  Ou seja, a Ouvidoria Ativa é aquela que vai em busca do munícipe para ouvir a sua opinião sobre o serviço utilizado.

Assim, estabelece-se uma parceria em prol da eficiência e qualidade dos serviços municipais, a qual já contribuiu para a melhora em diversos setores da administração local.

Os resultados das ações da ouvidoria são avaliados por relatórios mensais elaborados a partir de contatos de pós-atendimento com os munícipes. 

Esse relatório é entregue mensalmente ao prefeito e a todos os secretários municipais, que devem repassar as informações aos colaboradores responsáveis para solucionar as demandas levantadas pela população. 

O relatório também é entregue, diretamente pela ouvidoria, para os gestores das unidades locais, como UBSs ou escolas, com a finalidade de aproximar e ampliar o diálogo com todos os setores da prefeitura. Consequentemente, é realizada uma análise conjunta do resultado, o que possibilita uma maior rapidez na solução dos problemas apontados.

A ouvidoria Municipal de Erechim trabalha diariamente na realização de contatos (pós-atendimento) e atendimentos, para qualificar os serviços públicos do município. E tem se destacado como um espaço aberto, para que todos se manifestem com transparência. 

As ações permitem verificar como a população está enxergando os serviços prestados pelo município, buscando maior resolução e aprimoramento dos equipamentos públicos nos locais com maior fragilidade.

Objetivo:

Melhorar a qualidade do atendimento de todos os setores da Prefeitura, a partir da manifestação dos cidadãos, para que a população se sinta satisfeita com os serviços oferecidos e tenha suas necessidades atendidas.

Cronograma e Metodologia:

- Em 2011 teve inicio a reestruturação da Ouvidoria Municipal;

- A Ouvidoria Municipal é um órgão vinculado à Secretaria de Comunicação Social (SECOM);

- As manifestações podem ser feitas preenchendo o formulário no link da Ouvidoria na página da Prefeitura, via e-mail ([email protected]), telefone (0800-6487050) ou pessoalmente na Rua Rui Barbosa, 114 (Edifício Paladium, sala 4), no centro da cidade.

Resultados:

- Desde sua reestruturação, em 2011, até o relatório apresentado em janeiro de 2016, a Ouvidoria Municipal registrou 138.499 contatos de pós-atendimento e 11.555 demandas recebidas. No total, foram 150.054 registros de atendimentos em cinco anos de atuação, representando uma média de 150 contatos por dia; 

- No relatório referente ao ano de 2015, os serviços da prefeitura obtiveram índice de satisfação de 88,80%. Em relação às demandas recebidas pela ouvidoria, 79,13% delas foram atendidas pela prefeitura;

- Em 2015, a Ouvidoria Municipal teve a implantação de sistema informatizado;

- O trabalho da Ouvidoria de Erechim foi apresentado recentemente em curso de Ouvidorias Municipais, realizado em Brasília. Na oportunidade, o modelo de pesquisa de satisfação realizado no pós-atendimento foi destacado como pioneiro nesta área de atuação; 

- O Programa "Ouvidoria Municipal de Erechim: Um Canal de Cidadania" recebeu um certificado de reconhecimento no 13º Prêmio Gestor Público. Promovida pelo Sindifisco-RS (Sindicato dos Servidores Públicos da Administração Tributária do Estado do Rio Grande do Sul) e pela Afisvec (Associação dos Fiscais de Tributos Estaduais do Rio Grande do Sul), a premiação tem como objetivo conhecer, avaliar e destacar os melhores projetos das administrações públicas municipais do Rio Grande do Sul.

Instituições Envolvidas:

Prefeitura Municipal de Erechim

Contatos:

Ouvidora Michele Onhatte 

[email protected]

Telefone: 0800-6487050

Fonte:

Prefeitura Municipal de Erechim

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última modificação: qui, 04/02/2016 - 15:14

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