This action aims to provide insights into t European ombudsman systems in order to support the development of an organisational and normative model that will structure an ombudsman unit suited to each specific sector of the Federal Public Administration in Brazil, in addition to a guide to implement results-oriented management that enables the integration of systems among ombudsman units. The ombudsman is an institution that assists citizens in their relations with the state. It acts as an interlocutor between citizens and the public administration, with a view to improving public services. The existence of an ombudsman unit in the structure of a public body seeks to enable citizens to participate in public governance and effect society’s control over policies, services and, indirectly, the civil servants. It is an instrument at the service of democracy. The first ombudsmen in the Brazilian public administration date back to 1986, as the country returned to democracy. However, only since 2003 has there been increased attention to the creation of ombudsman units in various bodies of the Federal Public Administration (APF). Even despite the expansion of these APF ombudsman units, it is necessary to conduct a qualified study to establish an adequate organisational model and regulatory framework to structure ombudsman units for the direct and indirect administration within the executive branch.
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