A percepção dos gestores sobre a adoção da automação robótica de processos e da inteligência artificial para automatização de tarefas de apoio administrativo nas instituições federais de ensino do Paraná

Abstract

The growing demand for efficiency in the public sector, coupled with budget and labor constraints, positions Robotic Process Automation (RPA) and Artificial Intelligence (AI) as strategic technologies for modernizing and improving management. RPA uses software robots to perform repetitive, rule-based tasks, simulating human interaction with different information systems without the need to change the existing IT infrastructure. AI, on the other hand, refers to the ability of computer systems to exhibit intelligent behaviors similar to humans, such as perception, learning, reasoning, and problem solving. The integration of these two technologies – known as Hyperautomation – expands the scope of automation, allowing it to handle not only structured tasks, but also complex processes that require analysis and judgment. Previous studies on automation in the public sector indicate that automating existing tasks can free up to 20% of civil servants’ working time. Studies also indicate that the preparation of managers is a key element for the success of process automation, since they are responsible for defining the conditions for adoption, assessing risks, and legitimizing the strategies that support institutional viability. Therefore, this dissertation had the general objective of evaluating the perception of managers of Federal Educational Institutions (IFEs) in Paraná regarding the adoption of RPA and AI to automate administrative support tasks, understanding the technical, organizational, and human factors that condition their implementation. The research seeks to explore how managers perceive the feasibility, challenges, and opportunities of automation in their contexts. To achieve the objectives, a qualitative and constructivist approach was adopted, using semi-structured interviews with the vice-rectors of planning from four institutions in Paraná: IFPR, UFPR, UTFPR, and Unila. Data analysis was performed using content analysis methodology, based on a theoretical framework constructed from a literature review. In the construction of the results, documentary research in the PDIs (Institutional Development Plans) was used, complemented by other institutional information, in order to give greater robustness to the analyses. The results indicate that, although the use of RPA and AI is still in its infancy and not institutionalized, managers unanimously recognize the potential to increase productivity, improve service quality, and direct employees toward higher value-added activities. Lack of technical training, resistance to change, and difficulty in identifying automatable processes were identified as the main barriers. There was a consensus that managers’ knowledge and preparation are catalysts that directly influence the perception of benefits, the overcoming of barriers, and the feasibility of implementation. Federal government actions as strategic alignment were seen as crucial opportunities to accelerate adoption. The research concludes that the perception of the feasibility of automation in IFEs in Paraná depends on a balance between the perceived benefits and the institutional capacity to meet infrastructure, budget, and, above all, human skills development requirements. The dissertation resulted in a Technical-Technological Product (PTT): a guide for the implementation of tasks automation focused on the IFEs, which aims to guide managers in the planning, implementation, and monitoring of automation projects in an efficient, ethical, and sustainable manner.