Banca de DEFESA: AUGUSTO DOS SANTOS LIMA

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
STUDENT : AUGUSTO DOS SANTOS LIMA
DATE: 13/03/2026
TIME: 15:00
LOCAL: Remoto
TITLE:

User Services Charter: An Instrument for Transparency and Quality in the Delivery of Services Provided by Public Universities.

KEY WORDS:

Citizen Service Charter; public administration; transparency; quality of public services; federal universities.

PAGES: 125
BIG AREA: Ciências Sociais Aplicadas
AREA: Administração
SUBÁREA: Administração Pública
SPECIALTY: Política e Planejamento Governamentais
SUMMARY:

Contemporary transformations require an agile, citizen-centered public administration, highlighting the Citizen Service Charter as an instrument for transparency in public services within public institutions. In this context, this study aims to analyze the contribution of the Citizen Service Charter as a tool for transparency and quality in the provision of services offered by public universities. Methodologically, this is an applied research study with a qualitative approach, descriptive objectives, and documentary research procedures. The study involved mapping relevant Brazilian regulations, surveying the number of Federal Institutions of Higher Education (IFES), as well as analyzing institutional documents and 69 Service Charters made available by the IFES. A proprietary evaluation instrument was developed based on two central criteria—transparency and quality—along with an analysis of the format in which the Service Charters are made available and the updating of the information presented. Data collection and documentary analysis were conducted from October 2024 to October 2025. The results indicate that, although the Service Charters represent a formal advance in meeting legal requirements, weaknesses persist related to the updating of information, the use of excessively technical language, and failures in communication with users. As its main contribution, the study proposes a model Citizen Service Charter for FACISA, developed based on current legal requirements and normative guidelines related to transparency and quality in public services.

COMMITTEE MEMBERS:
Presidente - 3325346 - ANNA CLAUDIA DOS SANTOS NOBRE
Externo ao Programa - 2842635 - FABIO RESENDE DE ARAUJO - nullExterno à Instituição - MAURÍCIO MENDES BOAVISTA DE CASTRO