STUDY OF COMPLAINTS SECTOR’S PROCESSES OF IDEAL TRANSPORTATION URBAN COLLECTIVE

Abstract

This case study aimed to analyze and present a proposal for improving the information flows in the sector of passenger reclamations in an urban public transportation company in São Paulo. It originated from a survey conducted in the first half of 2008, the discipline of Uses and Users of Information course in Library and Information Science, Federal University of Sao Carlos. The corpus consisted of documents generated during collection and analysis of these complaints, as well as the profile of the professionals involved in this process. Of empirical and analytical, the work was based on the method of semi-structured interview. It was observed that the documents were structurally satisfactory to the determined demand, with professionals acting in a manner corresponding to the required functions, suggesting, however, the sophistication of management and transfer mechanisms of the information produced through the deployment of an automated management information and processes for the service complaints.