Uma revisão sistemática das ouvidorias como ferramentas de gestão pública

Abstract

This article aims to investigate the importance of ombudsman offices as tools for public management, based on a systematic review of national literature produced between 2022 and 2024. The study begins with the recognition that ombudsman offices have become key actors in promoting participatory governance and mediating between the state apparatus and citizens. To carry out the systematic review, the collected material was analyzed according to its relevance and contribution to the topic. Based on this analysis, it is evident that public ombudsman offices play a vital role within the organizations they are part of. Their function extends beyond merely receiving complaints; they serve as spaces for listening, welcoming, and supporting public management in decision-making processes, drawing from the data and information provided by citizens. Despite the context in which they operate within institutions and even though they are essential for maintaining a positive relationship with society ombudsman offices face limiting challenges in carrying out their activities, ranging from structural to institutional obstacles. Thus, it can be concluded that, when valued and integrated into management processes, ombudsman offices can serve as strategic elements in strengthening the relationship between the State and society.