Análise do processo de transformação digital do Instituto Federal de Sergipe sob o enfoque da carta de serviços ao usuário

Abstract

The theme of Digital Transformation has been incorporated by institutions in recent decades, mainly due to advances in Information Technology, which allowed services previously accessible only in person to be made available at a distance, in digital media, so that users could access them and have the necessary answers almost autonomously, with minimal human intervention. Within the scope of the Federal Public Administration (APF) there was also a need for this confrontation, since Digital Transformation brings society closer to the public services provided, reduces costs, and provides faster responses to the population. In the case of the Federal Executive Branch, the Digital Transformation process is currently included in the Brazilian Strategy for Digital Transformation, which includes, among other instruments, the Letter of User Services, an important instrument of social control of the APF according to the concepts introduced by the Federal Government. Law No. 13460/2017, which institutionalized norms for the protection and promotion of participation and defense of the rights of the user of public services, provided directly or indirectly by the APF. In this line, the present study analyzes one of the aspects of the process of Digital Transformation of the Federal Institute of Sergipe, under the focus of its Letter of Services to the User. To this end, documentary research was carried out, based on the reference legislation, in addition to the evaluation of the services offered digitally by the IFS on the available platforms, such as the Gov.br portal, culminating in the realization of semi-structured interviews with the 05 (five) managers involved with the main services included in the Letter, making it possible to characterize the study as qualitative, using documental research and interviews, in addition to Letters from other entities that make up the APF. Misalignments were identified between the services offered by the organization and those provided in the Letter of Services to Users, in a verification carried out on the Gov.br portal, of the Federal Executive Branch, despite not having even a list of the main services offered by them, the which shows how the Digital Transformation of the services provided by the agency occurs and proposes improvements in this important instrument, since the Charter analyzed has only 1 (one) of the 18 (eighteen) essential elements recommended in the legislation on the subject.