THE OMBUDSMAN IN LIGHT OF CONTENT ANALYSIS

Abstract

Viewed as an instrument of social participation, public ombudsmen have the distinct function of bringing citizens closer to institutions. In order to improve the problem solving process and the requests for information, in this study were applied statistical techniques in the linguistic terms of a textual base of requests sent to the ombudsman. Using the Content Analysis methodology and with the help of the Iramuteq program, a customized typology was proposed to classify the demands received by the ombudsman's offices through the techniques of Hierarchical Descending Classification and Factorial Analysis by Correspondence. It is hoped that the new proposal will serve to strengthen the citizen-institution relationship by tailoring the work carried out by the ombudsman to the needs of its demanding, as well as stimulating the replication of the methodology in other organizations, be they public or private.