A inserção do usuário-cidadão no processo avaliativo dos serviços públicos: análise de efetividade dos conselhos de usuários do governo federal

Abstract

This study analyzes the importance of citizen participation in the evaluation of public services in the light of citizenship and the effectiveness of user councils, considering the infraconstitutional regulation of Article 37, §3 of the Federal Constitution. It is divided into three sections, presenting a historical overview of citizenship and introducing digital citizenship; it provides theoretical groundwork on social control of public policies and civil society participation; and it examines the constitutionalization and regulation of citizen participation in public services, discussing the effectiveness and limitations of user councils in the face of digital and structural inequalities. The methodology of bibliographic study is used, seeking to understand fundamental aspects related to digital citizenship, social control of public policies, and citizen-user participation in public services. The qualitative approach allows for an in-depth and interpretative analysis of the data, not only describing the investigated characteristics, but also identifying relationships, patterns, and gaps in the practical application of user councils. The result highlights the need for reformulation of the strategy adopted by the federal government, considering that the current model has low adherence from society and agencies, besides causing the exclusion of people who do not have internet access.