A cidadania deliberativa e a gestão social no comitê de defesa dos usuários de serviços de telecomunicações

Abstract

This study aimed to investigate deliberative citizenship and social management, exercised in the Committee for the Defense of Telecommunications Services Users (CDUST), an Anatel body, during the years 2018, 2019 and 2020, aiming at proposing practices of management consistent with its principles. To meet this objective, qualitative and quantitative research techniques were used, characterized as an exploratory research and considered a case study, with participatory observations and interviews to listen to the members of the CDUST in Brasília/DF. From the applied methods, it was possible to identify as main results the presence of deliberative citizenship through the six categories that identify it, consistent in the process of discussion, inclusion, pluralism, participatory equality, autonomy and the common good, of the twenty-one criteria recognized in dissemination channels, quality of information, spaces for transversality, plurality of the promoting group, existing places, monitoring places, relationship with other participatory processes, opening up spaces for decision, social, political and technical acceptance, citizen appreciation, participation of different actors, profile of the actors, form of choice of representatives, speeches of representatives, participatory evaluation, origin of the propositions, scope of the actors, leadership profile, possibility of exercising one's will, objectives achieved and citizen approval of the results, as well as the characteristics of social management in the Committee understood in collective decision making without coercion, intelligibility and transparency, dialogicity and clarified understanding. Among the results, the characteristics of the choice of representatives and the relationship with other participatory processes indicated the need for improvements. The product of the work directed the results to increase the degree of deliberative citizenship in the referred items, with proposals for evolution in the relationship of the CDUST and indications of normative changes.