Mudança organizacional a partir de um projeto de implantação de um sistema integrado: um estudo de caso da Receita Estadual do Paraná

Abstract

Organisations increasingly face the need to adapt and change, due to changes in competitive, technological, social environment, and other. It is also true for public organisations that, in addition to being subject to environmental disturbances, face social and political pressure to be more productive and efficient. In this context, information systems (IS) implementation projects can be conducted by government agencies in order to modernize them and meet the social demands for broader and better public services. However, IS should not be understood as simple information technology (IT) tool, but as part of the organisation’s systemic context and, that is why, it is important to understand the processes of organisational change when implementing IS in public agencies. The research aims to diagnose the organisational change process in Paraná State Revenue Service, from an information system implementation project, regarding its tax management processes. The investigation was a single case study and based on a qualitative and exploratory research, involving interviews with employees impacted by the change process and document analysis that, together, provide triangulation of methods, aiming at confirmation and complementarity of the findings. In addition to contributing to the scarce empirical database about the theme, the study can improve the understanding by public managers about the change process in the organisations they take part in. The research (1) showed that the implementation of an integrated IS in the Paraná State Revenue Service led to improvements in the organisation’s internal and external procedures; (2) evidenced occurrences of resistance to change in the individual and local sphere; (3) revealed that alternation of leadership, typical in public institutions, turns hesitant for professionals on dedicating themselves to change processes; and (4) indicated that planning and management of change process, although imprecise, is an alternative for mitigating resistance and optimizing positive results.