DIGITAL INTERACTIVITY: COMMUNICATION ARCHITECTURE MODEL FOR
THE OMBUDSMAN'S OFFICE AT FEDERAL UNIVERSITY OF ESPÍRITO
SANTO - UFES
Name: LEONARDO ARANHA NUNES
Publication date: 01/08/2025
Examining board:
Name |
Role |
|---|---|
| ARMANDO MALHEIRO DA SILVA | Examinador Externo |
| DARIO DE AZEVEDO NOGUEIRA JUNIOR | Presidente |
| MARGARETH VETIS ZAGANELLI | Examinador Interno |
Summary: This dissertation investigates digital interactivity in the
Ombudsman's Office of the Federal University of Espírito Santo (Ufes),
proposing a communicative architecture model to enhance social participation
and digital democracy. The study is based on the premise that Information and
Communication Technologies (ICTs) can strengthen the relationship between
public administration and citizens, aligning with the principles of New Public
Service (NPS) and cyberdemocracy. The research addresses the limited
interactivity offered by the Ufes Ombudsman's website, questioning whether the
institution has effectively utilized ICTs to improve communication with both the
academic community and external stakeholders.
The study is grounded in three main theoretical frameworks: (1) public
administration theories (bureaucratic, New Public Management, and New Public
Service), (2) the concepts of e-government and cyberdemocracy, and (3)
infocommunication as a tool for interaction and social participation.
Methodologically, it is an applied, qualitative, and descriptive research based on
a case study. Data were collected through document analysis and observation
of the Ombudsman's website, classifying the services offered into levels of
interactivity (basic, intermediate, and advanced) according to an adaptation of
Diniz's (2000) methodology.
The results reveal that the Ufes Ombudsman operates predominantly at a basic
level of interactivity, focusing on information dissemination and transactional
services but lacking advanced participatory tools such as discussion forums or
UNIVERSIDADE FEDERAL DO ESPÍRITO SANTO
CENTRO DE CIÊNCIAS JURÍDICAS E ECONÔMICAS
MESTRADO PROFISSIONAL EM GESTÃO PÚBLICA
9
interactive chats. A comparative analysis with other federal universities (UFMG,
UFRJ, and UFBA) showed that Ufes has lower rates of issue resolution and
user satisfaction, indicating a need for improvements. Additionally, a disconnect
was identified between institutional guidelines (such as the Institutional
Development Plan and the Digital Government Strategy) and observed
practices, which still prioritize centralization and bureaucracy.
As a technical-technological product, the research proposes the creation of an
interactive application for the Ufes Ombudsman, named "UFES OUVE" (UFES
LISTENS). The application incorporates features aimed at expanding
participation from the academic community and external stakeholders. This
solution seeks to align university management with the principles of digital
democracy, promoting transparency, co-production of decisions, and public
value.
The study concludes that implementing an interactive communicative
architecture can transform the Ombudsman into a dynamic space for dialogue
and collective construction, strengthening democratic governance and the
effectiveness of public services. The research contributes to the debate on the
use of ICTs in public administration, emphasizing the importance of interactivity
as a tool for social participation and the consolidation of cyberdemocracy.
