Gestão de arquivos e a qualidade nos serviços de informação : um estudo de caso em arquivos públicos da cidade de Aracaju

Abstract

This work analyzed the quality of the services in three public archives of the city of Aracaju, considering the conditions offered by these archives through its management. Having as theoretical reference information management, document management, archives, quality in information services and information technology. The study was conducted through exploratory and descriptive research, and the study method was multiple cases. Information was collected online through sites and in the field with visits to the physical space, where interviews were conducted with the managers of the three institutions. The results obtained by the research data were pertinent to the purpose of the study and are presented from the results that sought to answer the general and specific objectives: To analyze if the information technology implemented in the public archives of the city of Aracaju offers quality services to its users, identify means of access to information and media, describe archival methods, evaluate the use of information technology to attract users as well as evaluate the quality and effectiveness of services provided to users and identify the problems faced by the Archives . It is concluded that in the three files analyzed there are problems in their management as a lack of financial resources, but in regard to users whenever they need the services of these institutions Public Archive Municipal of Aracaju, the State Public Archive of Sergipe and the Judicial Archive according to the managers interviewed are always taken care of