{"id":3682,"date":"2015-04-27T16:39:11","date_gmt":"2015-04-27T19:39:11","guid":{"rendered":"http:\/\/ww16.ce.gov.br\/cge\/2015\/04\/27\/cge-divulga-relatorio-de-gestao-de-ouvidoria-20142\/"},"modified":"2015-04-27T16:39:11","modified_gmt":"2015-04-27T19:39:11","slug":"cge-divulga-relatorio-de-gestao-de-ouvidoria-20142","status":"publish","type":"post","link":"https:\/\/www.ce.gov.br\/cge\/2015\/04\/27\/cge-divulga-relatorio-de-gestao-de-ouvidoria-20142\/","title":{"rendered":"CGE divulga Relat\u00f3rio de Gest\u00e3o de Ouvidoria 2014.2"},"content":{"rendered":"

O Documento apresenta uma an\u00e1lise dos resultados das a\u00e7\u00f5es do Sistema de Ouvidoria do Cear\u00e1 durante o 2\u00ba semestre de 2014<\/span>\u00a0<\/span><\/span><\/em><\/h2>\n

A Controladoria e Ouvidoria Geral do Estado (CGE) apresenta e disponibiliza on-line o Relat\u00f3rio de Gest\u00e3o de Ouvidoria do segundo semestre de 2014, que aborda um panorama geral dos resultados das atividades desenvolvidas no \u00e2mbito do Sistema de Ouvidoria do Estado do Cear\u00e1.\u00a0\u00a0\u00a0\u00a0 <\/span><\/p>\n

No segundo semestre de 2014, foram registradas 28.568 <\/strong>manifesta\u00e7\u00f5es de ouvidoria, apresentando o aumento de 5,2% no registrado do semestre anterior. Desse n\u00famero, foram 17.882 manifesta\u00e7\u00f5es relacionadas \u00e0 Insatisfa\u00e7\u00e3o do cidad\u00e3o, sendo contabilizadas 15.347 reclama\u00e7\u00f5es, 2.219 den\u00fancias e 316 cr\u00edticas. <\/span><\/p>\n

Em um comparativo com o primeiro semestre de 2014, houve uma diminui\u00e7\u00e3o nas cr\u00edticas de 42,4% e nas den\u00fancias de 16,8%. J\u00e1 nas manifesta\u00e7\u00f5es de solicita\u00e7\u00e3o de servi\u00e7o teve um aumento de 5,4%, representando o n\u00famero absoluto de 6.364<\/strong>. Al\u00e9m de umaumento de 31% nos elogios, representando 3.645<\/strong> manifesta\u00e7\u00f5es positivas.<\/span> Confira o quadro abaixo:<\/span>\u00a0<\/span><\/strong><\/span><\/p>\n

Demanda de Ouvidoria por Grupo e Tipo de Manifesta\u00e7\u00e3o<\/span><\/strong><\/span><\/p>\n

\n\n\n\n\n\n\n\n
\n

Tipifica\u00e7\u00e3o<\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

2014.1<\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

2014.2<\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

%<\/span><\/strong><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Insatisfa\u00e7\u00e3o do Cidad\u00e3o<\/span><\/strong><\/span><\/p>\n

Reclama\u00e7\u00e3o<\/span><\/span><\/p>\n

Den\u00fancia<\/span><\/span><\/p>\n

Cr\u00edtica<\/span><\/span><\/p>\n<\/td>\n

\n

17.643 <\/span><\/strong><\/span><\/p>\n

14.425<\/span><\/span><\/p>\n

2.669 <\/span><\/span><\/p>\n

549 <\/span><\/span><\/p>\n<\/td>\n

\n

17.882 <\/span><\/strong><\/span><\/p>\n

15.347 <\/span><\/span><\/p>\n

2.219 <\/span><\/span><\/p>\n

316 <\/span><\/span><\/p>\n<\/td>\n

\n

+ 1,3%<\/span><\/strong><\/span><\/p>\n

\u00a0+ 6,4%<\/span><\/span><\/p>\n

– 16,8%<\/span><\/span><\/p>\n

\u00a0– 42,4%<\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Solicita\u00e7\u00e3o de Servi\u00e7o<\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

6.036 <\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

6.364 <\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

\u00a0+ 5,4%<\/span><\/strong><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Contribui\u00e7\u00e3o do Cidad\u00e3o<\/span><\/strong><\/span><\/p>\n

Elogio<\/span><\/span><\/p>\n

Sugest\u00e3o<\/span><\/span><\/p>\n<\/td>\n

\n

3.474 <\/span><\/strong><\/span><\/p>\n

2.782 <\/span><\/span><\/p>\n

692 <\/span><\/span><\/p>\n<\/td>\n

\n

4.322 <\/span><\/strong><\/span><\/p>\n

3.645 <\/span><\/span><\/p>\n

677 <\/span><\/span><\/p>\n<\/td>\n

\n

\u00a0+ 24,4%<\/span><\/strong><\/span><\/p>\n

\u00a0+ 31,0%<\/span><\/span><\/p>\n

– 2,2%<\/span><\/span><\/p>\n<\/td>\n<\/tr>\n

\n

Total<\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

27.153 <\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

28.568 <\/span><\/strong><\/span><\/p>\n<\/td>\n

\n

\u00a0+ 5,2%<\/span><\/strong><\/span><\/p>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table><\/div>\n

Fonte: Sistema SOU e Relat\u00f3rios de Ouvidoria da Sesa da Arce<\/span><\/span><\/em><\/span><\/p>\n

\u00a0<\/span><\/p>\n

Das manifesta\u00e7\u00f5es recebidas, as institui\u00e7\u00f5es mais demandas s\u00e3o: Companhia de \u00e1gua e esgoto (Cagece), Secretaria de Sa\u00fade (Sesa), Instituto de Sa\u00fade dos Servidores do Cear\u00e1 (Issec), Pol\u00edcia Militar (PM), Secretaria da Fazenda (Sefaz), Departamento de Tr\u00e2nsito (Detran), Secretaria de Educa\u00e7\u00e3o (Seduc), Secretaria de Seguran\u00e7a P\u00fablica e Defesa Social (SSPDS), Pol\u00edcia Civil e Controladoria Geral de Disciplina (CGD). \u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n

Rede de Ouvidorias<\/span><\/strong><\/span><\/p>\n

A Rede de Ouvidorias tem o papel de apurar e responder as manifesta\u00e7\u00f5es apresentadas pela sociedade, e a partir destas, s\u00e3o apresentadas sugest\u00f5es de provid\u00eancias a serem tomadas no \u00e2mbito da Gest\u00e3o do Sistema ou pelas respectivas setoriais. <\/span><\/p>\n

A Ouvidoria, respeitando o fluxo dos procedimentos definidos pelo Sistema de Gest\u00e3o da Qualidade da CGE, apresenta recomenda\u00e7\u00f5es nas \u00e1reas de capacita\u00e7\u00e3o, divulga\u00e7\u00e3o e reconhecimento da Ouvidoria, melhoria no atendimento e no servi\u00e7o prestado.<\/span><\/p>\n

As manifesta\u00e7\u00f5es de Ouvidoria s\u00e3o classificadas como reclama\u00e7\u00e3o, den\u00fancia, cr\u00edtica, elogio, sugest\u00e3o ou solicita\u00e7\u00e3o de servi\u00e7o<\/strong>, recebidas por diversos meios, como: telefone, internet (Sistema SOU), presencial, e-mail, carta, m\u00eddias sociais, caixa de sugest\u00f5es (Sesa), dentre outros.<\/span><\/p>\n

A CGE, preocupada em aperfei\u00e7oar a gest\u00e3o p\u00fablica, iniciou articula\u00e7\u00e3o com os \u00f3rg\u00e3os e entidades, para cada um formar sua comiss\u00e3o Intersetorial do Plano de A\u00e7\u00e3o para Sanar Fragilidades (PASF). Essa comiss\u00e3o tratar\u00e1 das provid\u00eancias relacionadas \u00e0 implementa\u00e7\u00e3o das recomenda\u00e7\u00f5es emanadas pelas auditorias e tamb\u00e9m pelo Relat\u00f3rio de Ouvidoria.<\/span><\/p>\n

\u00a0<\/span><\/p>\n

Regulamenta\u00e7\u00e3o<\/span><\/strong><\/span><\/p>\n

O Decreto n\u00ba 30.474\/2011 instituiu o Sistema de Ouvidoria e outras provid\u00eancias, como a elabora\u00e7\u00e3o do relat\u00f3rio semestral de atividades, apresentando o resultado da sua atua\u00e7\u00e3o e indicando sugest\u00f5es e recomenda\u00e7\u00f5es para o aprimoramento das a\u00e7\u00f5es governamentais. A CGE desde sua publica\u00e7\u00e3o, disponibiliza os documentos no site.\u00a0<\/span><\/p>\n

Para ter acesso ao Relat\u00f3rio na \u00edntegra,\u00a0\"icon\"\u00a0clique aqui.<\/a><\/span><\/span><\/p>\n

\u00a0<\/span><\/span><\/p>\n

27.04.2015<\/strong><\/span>
Assessoria de Comunica\u00e7\u00e3o da CGE – 85 3101.3474<\/span>
Beatriz Linhares – Coordenadora de Comunica\u00e7\u00e3o e Marketing (beatriz.linhares@cge.ce.gov.br)<\/span>
Fl\u00e1via Salcedo – Assessora de Comunica\u00e7\u00e3o (flavia.salcedo@cge.ce.gov.br<\/a>)<\/span>
Camila Lins – Assistente de Publicidade (camila.lins@cge.ce.gov.br<\/a>)<\/span>
Twitter: @ComunicacaoCGE<\/span>
Facebook: www.facebook.com\/CgeCeara)\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

O Documento apresenta uma an\u00e1lise dos resultados das a\u00e7\u00f5es do Sistema de Ouvidoria do Cear\u00e1 durante o 2\u00ba semestre de 2014\u00a0 A Controladoria e Ouvidoria Geral do Estado (CGE) apresenta e disponibiliza on-line o Relat\u00f3rio de Gest\u00e3o de Ouvidoria do segundo semestre de 2014, que aborda um panorama geral dos resultados das atividades desenvolvidas no […]<\/p>\n","protected":false},"author":12,"featured_media":3681,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[53],"tags":[],"class_list":["post-3682","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-lista-de-noticias"],"acf":[],"yoast_head":"\nCGE divulga Relat\u00f3rio de Gest\u00e3o de Ouvidoria 2014.2 - Controladoria e Ouvidoria Geral do Estado<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/ww16.ce.gov.br\/cge\/2015\/04\/27\/cge-divulga-relatorio-de-gestao-de-ouvidoria-20142\/\" \/>\n<meta property=\"og:locale\" content=\"pt_BR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CGE divulga Relat\u00f3rio de Gest\u00e3o de Ouvidoria 2014.2 - 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