Avaliação de maturidade digital em universidades: uma abordagem multicritério

Abstract

With the increasing digitalization of public services and the need for alignment with the guidelines of the Federal Digital Government Strategy, Brazilian public institutions, including universities, need to advance in digital transformation to offer more efficient, transparent, and agile services. However, factors such as the lack of an organizational culture focused on digitalization and the scarcity of structured digital maturity models still hinder the evolution of administrative processes. The main objective of this research was to diagnose the level of digital transformation maturity in the Departments of Academic Records (DERAC) of the Federal Technological University of Paraná (UTFPR), using a digital maturity model based on multi-criteria decision support techniques. The specific objectives of the research included: (i) identifying suitable models in the literature to evaluate the maturity of digital transformation; (ii) adapting and applying a digital transformation maturity model in the Departments of Academic Records (DERACs) of UTFPR. To this end, a systematic literature review was conducted using the PRISMA method to identify the main digital maturity models. The application of the proposed model was carried out through a combination of the most accepted models in the literature regarding digital maturity in public services, considering Brazilian legal requirements, and using the Multi-Criteria Decision Making (MCDM) methods Analytic Hierarchy Process (AHP) and Fuzzy-TOPSIS (Technique for Order Preference by Similarity to Ideal Solution). The goal was to enable the DERACs to achieve greater efficiency, agility, error reduction, and time savings in administrative processes, contributing to the improvement of the quality of services provided to the academic community and the general public. The findings revealed that the “People” dimension was the most prioritized by most units, indicating human capital as the central pillar of the transformation. The results demonstrated heterogeneity in digital maturity levels, with a predominance of DERACs classified at level 2 (In development), three DERACs evaluated at level 3 (Intermediate), and one DERAC at level 4 (Advanced), indicating that full digital maturity still demanded additional progress. Based on this diagnosis, hierarchical recommendations were developed by dimension and maturity level to guide the departments’ progression and support the sustainable strengthening of institutional digital transformation, supporting the universities.