O impacto da pandemia da COVID-19 no atendimento do setor público: um estudo de caso na Secretaria de Estado da Tributação do Rio Grande do Norte (SET/RN) – 5ª URT

Abstract

This study aims to evaluate the remote assistance services of a Rio Grande do Norte state’s Regional Unit of Taxation Department throughout the COVID-19 pandemic, from its users perspective. Due to the emergency situation caused by the pandemic, telework – i.e., work activities performed at home - insertion was necessary for the service continuity. In this way, communication means such as e-mail and instant messaging applications, such as WhatsApp, were implemented in daily lives of this unity’s employees. The methodology was based on qualitative analyses, with data collection carried out during the months of November and December 2021 through online questionnaires application, which comprised taxpayers through the institution's media. The results obtained demonstrated that satisfaction with the remote service remained at the same level when compared to the face-to-face service previously offered.