Desafios para o desenvolvimento de serviços digitais pelo governo federal brasileiro

• Ano de defesa: 2016
• Autor(a) principal: Germani, Leonardo Barbosa
• Orientador(a): Dowbor, Ladislau
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Pontifícia Universidade Católica de São Paulo
• Programa de Pós-Graduação: Programa de Estudos Pós-Graduados em Administração
• Departamento: Faculdade de Economia, Administração, Contábeis e Atuariais
• País: Brasil
• Palavras-chave em Português: Gestão pública; Serviços digitais; Gestão de TI; IT management
• Palavras-chave em Inglês: Public management; Digital sServices
• Área do conhecimento CNPq: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: https://tede2.pucsp.br/handle/handle/18772

This research investigates the current state of IT management in Brazil’s public administration, particularly the development of digital services, and confronting it with best practices from the private sector and a few experiences from other national governments. The objective of this work is to examine the main challenges faced by IT public managers at the Brazilian Federal Government to develop quality services in a timely manner, delivering to citizens an experience that measures up to the expectations of a society increasingly familiar to the use of digital technology. To this end, this study will depart from an analysis of the best practices adopted by the IT market, especially the so-called “lean startups”, and how these practices are also being adopted by the governments of the United States of America and the United Kingdom. Based on these studies, a framework of what can be considered best practices for the development of digital services will be proposed as a reference point to evaluate the current state of practices carried out by the Brazilian government. The dissertation will then investigate the main difficulties faced by public managers to adopt such practices, first by looking at the general context of IT development within the government, its background, rules and regulations and secondly by presenting two case studies aimed at disclosing the more concrete difficulties faced by public managers on their daily basis. From these analyses, a number of challenges were identified, and will be an object of scrutiny in this research – as well as possible ways to overcome them – namely: a) repositioning IT from logistics to strategic issues; b) revising the legal framework in order to create specific processes for the development of digital services, distinct from ordinary bidding and procurement processes; c) expanding the offer of IT infrastructure available to government bodies, modernizing services provided by public enterprises and identifying services that could be hosted by commercial actors in order to reduce costs and foster the domestic market; d) enlarging and qualifying IT teams to perform under a project management perspective, not a contract management one; e) building a systemic view of the services offered, in order to deliver to the citizens an unique experience in their interface with the government; f) guaranteeing social participation in the development of the services, through the engagement of citizens in the decision-making process, opening source codes and building up a “government as platform” approach; g) considering the high degree of digital exclusion in the country and finding alternatives to offer these services to the share of society that is offline. Finally, the study will identify and present the synergy points between the outcomes and propositions listed herein and the new Strategy for Digital Governance from the Brazilian government