Avaliando a experiência do usuário em relação ao serviço público ofertado pelo app DETRAN-RSum estudo de caso

Resumo

The digital transformation has been gaining ground in the public sphere. The service provision by the government, through applications, in smartphones is a reality. Arising the necessity to obtain a deeper evaluation from the user in regards of the value delivered by the applications and the experience while using them. This research, done by a case study, aims to evaluate the service offered by the government using the application, with accuracy, the scientific method and validated instrument taking as a case the application of Central de Serviços DETRAN-RS. It was also searched the whole context of development of this application and its parts involved. It is concluded that the user citizen was not involved in the development and testing. There was no feedback to the evaluations done by users in the application stores. The general rating obtained by the instrument in all dimensions was superior of 3 in a scale of 1 to 5, divergent from its horrible rating in the application stores. This research also resulted in an instrument in Portuguese validated to analyze the use of the applications, with elevated reliability.

Ficha do documento

Tipo

Dissertação

Ano

2021

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/30924

Temas

Gestão PúblicaAdministração PúblicaTecnologia

Palavras-chave

Digital governmentGovernment applicationApplication assessmentGoverno digitalAplicativo de governoAvaliação de aplicativoAdministração de empresasInternet na administração públicaAplicativos móveisTecnologia da informação - Avaliação