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The awakening of civil society and the active participation of citizens in the process of social development are remarkable phenomena in our current history, which has helped to solidify democratic practices and processes, where citizens start to act, monitor and take initiatives through channels that are open to them in the public sphere. It is essential for public administration to be able to effectively guarantee popular participation and social control in public activities in Brazil. Through participation in public management, citizens can intervene in administrative decision-making, guiding the Administration to adopt measures that really serve the public interest and, at the same time, exercise control over the actions of the State, demanding that public managers account for their actions. In this context, the Ombudsman’s Office represents a channel for serving citizens, a kind of invitation for society to participate in the administrative life of public entities, offering criticism or praise, through which the Public Administration can build a feedback system to improve the course of its actions.