Administração pública e prestação jurisdicional: a qualidade da conciliação como instrumento de concretização do direito fundamental de acesso à justiça. Uma análise envolvendo o Cejusc da comarca de Palmas-TO

Abstract

The purpose of this dissertation was to demonstrate the importance of carrying out qualitative monitoring of the conciliation proceedings, carried out by CEJUSC of Palmas – TO region. The study is justified by the relevance of the matter, understood as indispensable for accomplishing the human right of access to justice. The quantitative – qualitative method presented itself as the most adequate to the proposed objectives of diagnosing the satisfaction degree of those under jurisdiction in relation to the conciliatory services provided by CEJUSC. The data collection was done by the application of an User Satisfaction Survey, being directed to the lawyers/public defenders composed of 19 closed-ended questions and the one destined to those under jurisdiction consisting of 17 closed-ended questions, applied to the users of CEJUSC of Palmas-TO in the period of May 2nd to May 8th of 2018. Turning to research sample universe, 100 lawyers/public defenders and 95 of those under jurisdiction replied to the research form, totalling 195 participating users. In addition to the result obtained with the application of the User Satisfaction Survey tool, a vast bibliographic material was used through books, scientific articles, legislation and web pages consultation. The results indicate the need for qualitative monitoring of the conciliation proceedings carried out by Cejusc of Palmas-TO as a way of marking out the public administration in order to adopt measures to improve the service provided and as a way of accomplishing the human right of access to justice.