Title: Measuring ombudsman performance: evidence from Brazilian ombudsman offices in public higher education institutions

Authors: Josiane De Fatima Rosa Da Silva; Glauco Henrique De Sousa Mendes; Jorge Henrique De Oliveira Silva; Gilberto Miller Devos Ganga; Manoel Fernandes Martins; Ricardo Coser Mergulhão

Addresses: Department of Production Engineering, Federal University of São Carlos, Brazil ' Department of Production Engineering, Federal University of São Carlos, Brazil ' Department of Production Engineering, Federal University of São Carlos, Brazil ' Department of Production Engineering, Federal University of São Carlos, Brazil ' Department of Production Engineering, Federal University of São Carlos, Brazil ' Department of Production Engineering, Federal University of São Carlos, Brazil

Abstract: This article aims to examine the performance measurement practices implemented by ombudsman offices of Brazilian public higher education institutions (BPHEI) and their impact on the ombudsman's effectiveness. Data collection involved a survey method, and the structural equation modelling technique was used to test the research hypothesis. The results indicate a low maturity level regarding the use of performance practices for BPHEI ombudsmen. However, when they are implemented, they have a positive impact on the practices of ombudsman offices and their effectiveness. The article concludes with a discussion about how the study extends previous research on ombudsman performance and the implications for practitioners and future research.

Keywords: ombudsman; performance; performance measurement; ombudsman performance; evaluation; performance measurement system; public interest; educational services; public sector; Brazil; Brazilian public higher education institutions.

DOI: 10.1504/IJBPM.2020.110827

International Journal of Business Performance Management, 2020 Vol.21 No.4, pp.437 - 454

Received: 26 Nov 2019
Accepted: 15 Jun 2020
Published online: 29 Oct 2020 *

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