STUDY OF COMPLAINTS SECTOR’S PROCESSES OF IDEAL TRANSPORTATION URBAN COLLECTIVE

This case study aimed to analyze and present aproposal for improving the information flows inthe sector of passenger reclamations in an urbanpublic transportation company in S o Paulo. Itoriginated from a survey conducted in the firsthalf of 2008, the discipline of Uses and Users ofInformation in Library and Information Sciencecourse, Federal University of Sao Carlos. Thecorpus consisted of documents generated duringcollection and analysis of these complaints, as wellof the profile of the professionals involved in thisprocess. Of empirical and analytical nature, thework was based on the method of semi-structuredinterview. It was observed that the documentswere structurally satisfactory to the determineddemand, with professionals acting in a mannercorresponding to the required functions,suggesting, however, the sophistication ofmanagement and transfer mechanisms of theinformation produced through the deployment ofan automated management information andprocesses for the service complaints.