Centralidade do cidadão no governo digitalcomo superar as barreiras e colocá-la em prática?

Resumo

Objective – This study aimed to investigate, within the context of state public administration, the barriers to the applicability of citizen-centricity and viable alternatives for citizen participation as co-creators of the services they desire and need. Methodology – A case study was conducted at the Finance Department of the State on Rio de Janeiro. Data collection was carried out through semi-structured interviews with citizens who use the services and professionals within the Organization involved in the process of creating new digital services. The questions were designed based on the Systematic Literature Review conducted by Sundberg and Hholmström (2024). The collected data were processed and subjected to content analysis. Findings – The main barriers and challenges to implementing citizen-centricity within the institution include constraints imposed by laws and regulations issued by the central government, organizational culture, limited resources, and a lack of knowledge about citizen demands. Furthermore, the "user-designer" model proved to be promising, especially in strengthening the idea of a guiding state, which provides direct and specialized support to citizens. Additionally, the integration of satisfaction surveys and qualitative interviews, along with the creation of a dedicated department for taxpayer support and assistance, represents an opportunity to align institutional practices with societal demands. Limitations – The study does not differentiate citizens based on their heterogeneous characteristics. Data collection through interviews reflects the perception of a limited group and may not represent the general opinion. Additionally, the researcher's position as an employee of the institution may have influenced the formulation of questions and the interpretation of responses, introducing potential biases. Contributions – The findings of this study can contribute to strengthening the understanding of the subject and driving state public administration toward excellence in the development of online services and the replacement of in-person services where applicable. Originality – The originality of this research is evident, as no other specific studies on this topic applied to Brazilian public administration have been found.

Ficha do documento

Tipo

Dissertação

Ano

2025

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/36686

Temas

Administração PúblicaTecnologia

Palavras-chave

Centralidade do cidadãoGoverno digitalAnálise de conteúdo.CidadaniaAnálise de conteúdo (Comunicação)Internet na administração públicaRio de Janeiro (Estado). Secretaria de Fazenda