A influência das intercorrências administrativas sobre as demandas do contencioso judicial em uma procuradoria universitária – uma análise da gestão da qualidade interna em serviço público

Abstract

The Public Administration, in charge of the realization of collective rights, protection of individual rights, sometimes integrates conflict relations under consideration of the Judiciary, where it must exercise its right of defense, safeguarding its actions before individuals, or even before other spheres of government. The exercise of the right of defense, which, as it involves matters of public interest, takes on the form of an effective “duty of defense”, being carried out before the Judiciary through the Attorney General’s Office, in the case of the Federal Administration, which in turn, demands an interlocution with the body or entity represented, which results in a true provision of internal services aimed at obtaining useful information for the defense process of that body or entity, or even, with regard to the necessary measures for the effective fulfillment of determinations emanating from the Judiciary against the Public Administration. The present study addresses the internal quality of the response dynamics of legal requests within the scope of a federal university, in particular identifying the administrative intercurrences that act on the quality of the workflow in the sectors involved. The investigation carried out made it possible to visualize questions of different shades that interfere with the internal quality of the workflows, such as the non-standardization of workflows, insufficient staff, lack of training or even the difficulty of understanding the agents involved in the face of the legal language. At the end, recommendations are presented seeking to mitigate these intercurrences and their unwanted effects on the quality of this service in response to legal demands.