Submitted by Cristiane Oliveira (cristiane.oliveira@fgv.br) on 2013-09-24T15:58:52Z No. of bitstreams: 1 1198301238.pdf: 25779143 bytes, checksum: 606a5697e112efbe10f600a047072414 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2013-09-24T16:01:14Z (GMT) No. of bitstreams: 1 1198301238.pdf: 25779143 bytes, checksum: 606a5697e112efbe10f600a047072414 (MD5) / Made available in DSpace on 2013-09-24T16:07:26Z (GMT). No. of bitstreams: 1 1198301238.pdf: 25779143 bytes, checksum: 606a5697e112efbe10f600a047072414 (MD5) Previous issue date: 1982 / The monograph investigates in an exploratory way how the governmental enterprises of public services handle consumer comp1aints, in the city of São Pau 10, Brazil. The methodology follows 3 steps: 1st - A bibliographical review about consumerism, consumerism in Brazil and consumers protection, detecting trends and establishing operational definitions. 2nd - Establishment of the 11 preliminary presuppositions from where the interview's guide were built for the following 3 universes: PROCON - the governmental agency in São Paulo for consumer protection, the governmental enterprises of public services and complaining consumers. 3rd - Interviews and analysis. The monograph dealt with issues such as the structure of the enterprises wich handle the complaints; how the complaint department first appeared in the company; the interest in handling complaints considering them as a cheap feedback; the relationship between the amount of money involved in the complaint and its solution; the social c1ass who complains most; the communications channel between enterprises and consumer, the existence of repressed complaints; the preponderance of the economic interest over the social responsibility and the impact of the consumerism among the executives of the enterprises; where it is more operational to act to solve the problems pointed out by the consumerism and the possibility of transfering marketing concepts from private into governmental enterprises. The data were tabulated and analyzed and then groups of answers were put through a cross-comparison process. It was verifyed that from the 11 preliminary presuppositions 5 of them were confirmed, 4 were not confirmed and 2 were non conc1usive. / Estuda o consumerismo, o consumerismo no Brasil e investiga o tratamento que as empresas de serviços públicos dispensam às reclamações, através de pesquisa a 3 universos: o PROCON, 9 executivos de 4 empresas governamentais de serviços públicos e ,40 consumidores reclamantes.

Submitted by Sergio Da Rosa Santos (sergiosantos.df@globo.com) on 2017-09-13T16:09:37Z No. of bitstreams: 1 TrabalhoFinal_SergioDaRosaSantos.pdf: 2116281 bytes, checksum: 0ac28f5c12d09fae17b822d9a6eafdb8 (MD5) / Approved for entry into archive by ÁUREA CORRÊA DA FONSECA CORRÊA DA FONSECA (aurea.fonseca@fgv.br) on 2017-09-15T20:17:53Z (GMT) No. of bitstreams: 1 TrabalhoFinal_SergioDaRosaSantos.pdf: 2116281 bytes, checksum: 0ac28f5c12d09fae17b822d9a6eafdb8 (MD5) / Made available in DSpace on 2017-09-29T19:01:29Z (GMT). No. of bitstreams: 1 TrabalhoFinal_SergioDaRosaSantos.pdf: 2116281 bytes, checksum: 0ac28f5c12d09fae17b822d9a6eafdb8 (MD5) Previous issue date: 2017-06-22 / The present work had as objective to analyze the air sector, specifically as regards the management of values collected with the charging of the Rates for Using the Communications and Air Navigation Services, which are the source of financing of military organizations that integrate the Brazilian Airspace Control System (SISCEAB), in order to verify a possible relationship between the evolution of the budget and the operational safety and compliance levels achieved. Taking as a point of reference for the beginning of data collection and analysis, the air sector crisis, which occurred between 2006 and 2007, the methodology used was the bibliographical review on the Brazilian air sector crisis and on the 2008 global economic crisis, accompanied by the collection and analysis of documentary data obtained through public reports made available on the Internet, surveys conducted with the Federal Government's Integrated System of Financial Administration (SIAFI), as well as field observations made through semi-structured interviews carried out in Federal Public Administration Agencies that take part of SISCEAB. The results of the research and the preliminary studies show that, as a result of the crisis in the air sector, despite the simultaneous occurrence of a global economic crisis, there was an increase in federal investments in infrastructure, which were followed by (i) an increase in the movement of air traffic in the country, (ii) the tax collection resulting from the provision of air navigation services and (iii) the annual budget for operation of SISCEAB, which was not subject to contingency during the analyzed period. Notwithstanding the possibility of other variables, it was finally found that there was an improvement in the compliance and operational safety indexes published by national and international regulatory agencies / O presente trabalho teve como objetivo analisar o setor aéreo, especificamente no que diz respeito ao gerenciamento dos valores arrecadados com a cobrança das Tarifas de Uso das Comunicações e dos Auxílios à Navegação Aérea, que são a fonte de financiamento das organizações militares que integram o Sistema de Controle do Espaço Aéreo Brasileiro (SISCEAB), de forma a verificar uma possível relação entre a evolução do orçamento e os níveis de conformidade e segurança operacional atingidos. Tomando como ponto de referência para início da coleta e análise dos dados a crise do setor aéreo, ocorrida entre os anos de 2006 e 2007, para realização deste estudo, a metodologia utilizada foi a revisão bibliográfica sobre a crise do setor aéreo brasileiro e sobre a crise econômica mundial de 2008, acompanhada da coleta e análise de dados documentais, obtidos por meio de relatórios públicos disponibilizados na Internet, levantamentos realizados junto ao Sistema Integrado de Administração Financeira do Governo Federal (SIAFI), além de observações de campo, feitas por meio de entrevistas semiestruturadas realizadas em órgãos da Administração Pública Federal que integram o SISCEAB. Os resultados da pesquisa e dos estudos realizados apontam, preliminarmente, que, a partir da crise do setor aéreo, não obstante a ocorrência em paralelo de uma crise econômica global, houve um crescimento nos investimentos federais realizados em infraestrutura, que foram seguidos de um acréscimo (i) no movimento do tráfego aéreo no país, (ii) na arrecadação tributária decorrente da prestação dos serviços de navegação aérea e (iii) no orçamento anual para operação do SISCEAB, que não foi objeto de contingenciamento durante o período analisado. Não obstante a possibilidade da existência de outras variáveis, apurou-se, por fim, que houve uma melhoria nos índices de conformidade e segurança operacional divulgados pelos órgãos reguladores nacionais e internacional

Made available in DSpace on 2010-04-20T20:53:32Z (GMT). No. of bitstreams: 3 155047.pdf.jpg: 19565 bytes, checksum: c0278d043bda0cbbb6cbd06cf4232980 (MD5) 155047.pdf: 1381239 bytes, checksum: 658d229fa7c68f1f4aa14f52c07b486c (MD5) 155047.pdf.txt: 436116 bytes, checksum: 132884790baa0c7ee6136010bddb78f6 (MD5) Previous issue date: 2006-02-20T00:00:00Z / This dissertation examines private nonprofit organizations operating in the public sphere and their accountability relationships with the State and with other societal actors, with the purpose of evaluating the regulatory needs and possibilities for the accountability of such organizations in Brazil. Drawing on international academic and normative parameters, the research seeks to assess to what degree Brazilian regulation of private nonprofit organizations operating in the public sphere ensures ― and what is needed for it to ensure ― the accountability of such organizations before the State and society, indicating the main merits and shortcomings of the corresponding regulatory apparatus and presenting possibilities for its improvement. This analysis highlights that while such organizations have numerous duties of demonstrating their anagerial and financial rectitude and the activities they carry out, they have very little obligation to validate that any intended results have been achieved. Furthermore, one realizes that the State has ample power to monitor such organizations and apply sanctions thereto, but society as a whole has considerably less opportunities to demand their accountability. This reveals the importance of such organizations broadening their duties of transparency and of ensuring the prevalence of public interest, so as to ensure to any citizen the prerogative of monitoring private nonprofit organizations operating in the public sphere. / Esta dissertação examina as organizações do espaço público não-estatal e suas relações de accountability com o Estado e com outros atores da sociedade, com o propósito de avaliar as necessidades e possibilidades de regulação para a responsabilização de tais organizações no Brasil. A partir de parâmetros normativos e acadêmicos internacionais, a pesquisa busca apreciar em que medida a regulação brasileira das organizações do espaço público não-estatal assegura ― e o que é necessário para que assegure ― a accountability destas organizações perante o Estado e a sociedade, indicando os principais méritos e falhas do correspondente aparato regulatório e apresentando possibilidades para seu aprimoramento. Esta análise salienta que apesar de tais organizações terem numerosos deveres de demonstrar sua probidade administrativa e financeira e as atividades executadas, são pouquíssimas as obrigações de comprovar o cumprimento dos resultados pretendidos. Além disso, depreende-se que o Estado detém amplos poderes para fiscalizar tais organizações e aplicar-lhes sanções, mas a sociedade como um todo tem consideravelmente menos oportunidades de demandar sua accountability. Isto evidencia a importância de tais organizações ampliarem seus deveres de transparência e de assegurar a prevalência do interesse público, de modo a garantir a qualquer cidadão a prerrogativa de fiscalizar as organizações do espaço público não-estatal.