Dissertação
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov
Fecha
2013-02-07Registro en:
RAMPELOTTO, Alexandre. Evaluation of the effectiveness of the Federal Revenue website: a reference for e-Gov practices. 2013. 241 f. Dissertação (Mestrado em Administração) - Universidade Federal de Santa Maria, Santa Maria, 2013.
Autor
Rampelotto, Alexandre
Institución
Resumen
T
his dissertation introduces the topic e-Gov, its introduction as public policy in Brazil and use
as an instrument for interaction with citizens. With theoretical studies on electronic
government and key points for the evaluation of government websites and portals, this work
aimed to evaluate the effectiveness of the Federal Revenue website in information and
services supply to citizens. References to the Federal Revenue of Brazil as a major agency
in the use of new information and communication technologies result in a high number of
online consultations conducted, contrasting with the significant number of face-to-face
consultations for services that are available at Internet, pointed out by statistics on agency.
Findings justifying the choice of the Federal Revenue as an object of study and characterize
this work as a case study. Through a multimethod model an evaluation instrument was
validated, and reapplied in the researched population to effectively evaluate the Federal
Revenue website as proposed in the main objective of this work. At the same time, another
instrument was validated and applied during the face-to-face service to find reasons to
search this way. Was traced a profile of users of information and services and identified the
factors that contribute to the effectiveness of the website or that lead people to this demand
service to information and services that can also be carried out at internet. The
operationalization of the research, with a descriptive character, at first, include a qualitative
approach, to contextualize and specify the theme e-Gov and discern the context of your
application as a tool for interaction with citizens by Federal Revenue, outlining through
documentary analyze and interviews with technical of the agency. After, the research gets a
quantitative approach, using the instruments to survey with users of services through the
Internet and face-to-face support. The data analysis includes the linking of qualitative and
quantitative approaches through concomitant triangulation, assessing constructs maturity,
availability, ease of use, reliability and accessibility and clearness. The evidences point to
that reliability and availability contribute directly to the effectiveness of the website. The ease
of use, although to a lesser extent, can also be deployed as an attribute that affects
positively, at least in the perception of users. The construct accessibility and transparency
denotes the lowest valuation, and even though not affected directly the efficiency,
demonstrates that this agency needs to deepen the e-Gov practices in this aspect. Maturity
is the construct that limits the effectiveness and leads citizens to search face-to-face
services. In general, the entries to the Federal Revenue as an importance in e-Gov in Brazil
are confirmed, but there is a long way for the use of these tools to consolidate and produce
the benefits from all its potentiality.