The Ombudsman in light of content analysis

Abstract

Recognized as an instrument of social participation, public ombudsmen have the competence to bring citizens closer to institutions. In order to improve the problem solving process and the requests for information, statistical techniques were applied in linguistic terms of a textual base of requests sent to the ombudsman. Using the Content Analysis methodology and with the help of the Iramuteq software, a customized typology was proposed in order to classify the demands received by the ombudsmen using the techniques of Hierarchical Descending Classification and Factorial Analysis by Correspondence. It is concluded that the new typology strengthens the citizen-institution relationship since it has been formulated based upon the needs of its target audience, and also that the methodology used can be replicated in other organizations, whether public or private.