Electronic Information System - SEI - Provision of Public Services: Perception of Secretariat Employees of State of Economy of The Federal District

Abstract

The present study, from the perspective of service innovation, through the implementation of the Electronic Information System (SEI) in the State Secretariat of Economy of the Federal District, has the general objective of identifying the perception of the employees of this Secretariat in relation to the services provided by the SEI, after its implementation, both in receipt, registration, document production and processes, as well as in work routines. To this end, the specific objectives of this research were to identify: a) the perception of employees about the competencies necessary for the implementation of the CES; b) the perception of employees about the technical characteristics of the CES; c) the perception of employees about the final characteristics of the service after using the CES. In order to achieve the established objective, a theoretical review was conducted on the themes of service innovation and innovation in the public sector. A qualitative study was carried out, which involved documentary research and interviews with employees of the Secretariat of Economy, enabling the characterization of the organization and the identification of the characteristics and functionalities of the CES, contributing to the realization of the quantitative stage. At this stage, an online questionnaire was made available to the Secretariat's servers, returning 337 respondents. Descriptive and inferential analyzes were performed on the data obtained. As a result, this study indicated a positive perception of the respondents in relation to the implantation and use of the CES in the provision of services. At the end, the limitations of the research and suggestions for future studies are pointed out.