Atualizado em: 30/01/2026

Relacionamento com Cidadão

A Coordenação de Relacionamento com o Cidadão é a unidade estratégica responsável por centralizar e qualificar o diálogo entre a Prefeitura do Rio de Janeiro e a população. Sua missão é garantir que o acesso aos serviços públicos seja simples, transparente e eficiente, atuando como a principal ponte de comunicação da gestão municipal.

A CRC é responsável pela gestão da Carta de Serviços da Prefeitura, assegurando que o cidadão encontre o que precisa de forma simples e intuitiva. A atuação da Coordenadoria abrange o ecossistema de relacionamento que evolui constantemente. Hoje a Central 1746 é o grande canal voltado principalmente para solicitações de serviços de zeladoria, informações gerais sobre a PCRJ e registros de Ouvidoria municipal. Já o Carioca Digital, é focado nos autosserviços.

Atualmente, a CRC atua através de uma rede multicanal composta por:

A partir do compromisso com a escuta qualificada, o bom atendimento e a melhoria contínua dos serviços municipais, o modelo carioca de relacionamento com o cidadão pressupõe a integração dos canais, a padronização da comunicação institucional e o uso de tecnologias que ampliem o acesso e qualifiquem o atendimento ao cidadão.

Objetivo

Oferecer um atendimento acessível, eficiente e humanizado aos cidadãos, garantindo a prestação de serviços públicos municipais com qualidade e agilidade, tendo como principais pilares:

  • Cidadão no centro: compreender necessidades, expectativas e percepções para qualificar a experiência de uso dos serviços públicos.
  • Escuta ativa e transparência: zelar pelo funcionamento adequado do Sistema Municipal de Ouvidoria e utilizar as manifestações do cidadão como insumo para aprimorar políticas públicas e serviços.
  • Qualidade do atendimento: garantir respostas claras, resolutivas e tempestivas, com padrões definidos e acompanhamento contínuo.
  • Uso estratégico da tecnologia: empregar soluções digitais para ampliar o acesso, integrar canais e antecipar demandas.
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