Adoção de um sistema de governo eletrônico em uma universidade pública: uma exploração de fatos, percepções e eficácia da implantação

Abstract

Information Technology has been used as an electronicgovernment tool to improve administrative efficiency and transparency. Technology creates conditions of success for the work environment of electronic government, but it is the users who operate it that are the main actors influencing performance. In internal government environments, where the use of the system is typically mandatory, the adoption of technology has been little explored in the literature. The perception of employees in relation to a new technology is different from what occurs in other segments, such as the perception of the citizen or entrepreneur, as their interests and objectives are different In Brazil, the National Electronic Process aims to create an infrastructure so that administrative processes within the scope of the executive branch are carried out electronically. The main system of this project is the Electronic Information System -SEI, whose functions allow to create, edit, electronically sign documents and process processes between sectors or government agencies. In this study,the purposes and characteristics of the CES are compared against the expectations of the servers and operational results obtained after its adoption. For this, a case study was carried out involving the 13 UTFPR campuses, using a qualitative and quantitative approach. To collect the data, queries were used on the Institution's web portal and systems; two electronic questionnaires were applied to the Institution's servers, with a return of 863 and 670, respectively; in addition to an interview with a group of managers and another with those responsible for CES. In the data analysis, content analysis was used to identify system characteristics and describe the actions taken in the implementation. Student's t-test was applied to a sample to verify the processing time of the processes, before and after the implantation of the SEI. Descriptive statistics and content analysis were used to identify benefits, difficulties and motivation for using the system. PLS-SEM was used to analyze the acceptance of IT based on the UTAUT model. The results show that the motivation for using the system is due to the users' desire to modernize institutional processes. Difficulties with bureaucracy related to the demand for standardization of processes, in addition to interaction with the system interface, are the main factors of difficulty pointed out by users. The implementation of the SEI achieved the proposed objectives, bringing benefits in terms of process modernization, resource savings, security, transparency and agility. On average, processes are 24.3% faster when compared to procedures prior to the use of CES. The application of the UTAUT model showed that users believe that, using the SEI, they will have a performance gain with less effort to carry out the activities. Having conditions that facilitate the use of the system has a significant positive influence on the acceptance of the system. No significant values were found that social influence increases the acceptance of the system. The satisfaction and effectiveness with the use of the SEI is recognized by its users. The findings can help those involved with the development and implementation of the CES to develop actions that minimize the difficulties of users and achieve maximum acceptance of the system.