Uma proposta de carta de serviços para a livraria da UFRN

Abstract

The User Services Charter is a document developed by a public organization whose function is to inform society about the services it offers, as well as the procedures necessary to access them. It also makes public its mission and values. From the analysis of the UFRN service letters that are published on its institutional website and on the Federal Government Services Portal, it was possible to identify discrepancies and / or lack of information related to the book sales by the UFRN Publishing House. The purpose of this paper is to propose a letter of service for the UFRN Bookstore. The methodological approach adopted begins with documentary research to understand the concept and application of service letters. For the drafting of the Bookstore services, the operating guidelines presented by the Federal Government Service Platform were employed. Once adopted, the UFRN Bookstore Letter of Service will contribute as the institutional document required by presidential decree, and may motivate the emergence of other letters of service in the other UFRN organizational units. In addition to contributing to the strengthening of the University's public integrity, this work can be considered a service charter guide for organizational units of a federal agency.