Banca de DEFESA: CLAUDIA GONÇALVES GALINARI

Uma banca de DEFESA de MESTRADO foi cadastrada pelo programa.
STUDENT : CLAUDIA GONÇALVES GALINARI
DATE: 17/12/2024
TIME: 09:00
LOCAL: Ministério Público do Trabalho Rondônia/Acre
TITLE:

HUMANIZATION OF ACCESS TO JUSTICE IN THE JUDICIARY OF THE STATE OF RONDONIA IN THE DIGITAL AGE

KEY WORDS:

Humanization of Service, Service Satisfaction, Judiciary, Technology, Servqual, Access to Justice, Tribunal de Justiça do Estado de Rondônia.

PAGES: 121
BIG AREA: Outra
AREA: Multidisciplinar
SUMMARY:

The research addresses the humanization of services provided by the Court of Justice of the State of Rondonia (TJRO), which is essential to address the challenges of digital exclusion and bureaucratic communication, especially in the context of increasing digitalization driven by the COVID-19 pandemic. The problem investigated is how to reconcile digital practices with humanized and inclusive services, promoting equitable access to justice. To this end, this research aimed to evaluate perceptions about the quality of services provided by the TJRO, focusing on humanization, identifying gaps in the services offered, proposing improvement strategies, and understanding critical dimensions that impact user satisfaction. The methodology adopted was quantitative and qualitative, carried out through a questionnaire. The research was conducted at the Court of Justice of the State of Rondonia, in Porto Velho, RO, with data collection carried out both in person at the General Court of the Capital and the Court of Justice Headquarters Building, and online through the Instagram and WhatsApp platforms, during August 2024. The data collection covered a variety of participants, including lawyers, prosecutors, defenders, procedural parties, and other users of the system, ensuring representativeness in evaluating the services provided by the TJRO. Questionnaires based on the SERVQual method were applied to measure dimensions such as reliability, empathy, and efficiency. The sample included 146 respondents. Interviews with managers, unit visits, and participant observation reports also complemented the analysis. As for the main results, despite general satisfaction, challenges persist, such as digital exclusion and the need to train employees. Tools such as the Electronic Judicial Process (PJE) and Virtual Counter brought progress, but transparency and accessibility still require improvements. Finally, the product developed from this research is a Project entitled “Humanization of Access to Justice with a Focus on Excellence in Service by the Judiciary of the State of Rondonia”, which has a strategic action plan for improvements in judicial services with a focus on humanization, including training and technological adaptations. This project will be forwarded to the Court of Justice of Rondonia for development.

COMMITTEE MEMBERS:
Presidente - 1738844 - CAROLINA YUKARI VELUDO WATANABE
Interna - 1718398 - THAIS BERNARDES MAGANHINI
Externo ao Programa - 396644 - CLARIDES HENRICH DE BARBA - UNIR