Análise das relações entre comunidade e ferrovia: melhoria do índice de reclamações da comunidade

Abstract

The present application project analyzes the relationship between Community and Railway, and proposes improvements in the Community Complaint Index. Its objective was to elaborate a work plan contemplating proposals for actions focused on one of the most relevant issues along the railroad: lack of weeding or mowing. The project development methodology started with bibliographic research, based on academic papers and scientific articles reviews - in addition to the data collected through benchmarking. The initiatives developed by Ferrovia Centro Atlântica (FCA - VLI) were used as a case study for this project. Through the benchmarks carried out with RUMO and MRS companies, it was verified that the social programs developed to foster and maintain a good relationship with the community are effective and created positive impacts. As a result, a similarity was observed among the actions adopted by different railways on this topic, but with some specificities among them. While these results showed a general awareness within the sector regarding the issue, the specificities point to a opportunity of greater sharing of best practices among the railway companies as a way of enhancing the effectiveness and the scope of actions throughout the national territory.