Citizen’s Perception of Public Services Digitization and Automation

Edna Canedo, Heloise Tives, Anderson Cerqueira

2020

Abstract

The Brazilian government, with the objective of promoting the transformation of its government services into digital services, has published relevant Decrees in recent years. This article aims to characterize public services, especially the Brazilian ones, in the context of digital transformation and proposes a model/process of digitization of public services focused on the needs of the citizen that can be used by any Government Agency that wishes to digitize its services, being adaptable and flexible, according to its needs. In addition, this paper presents the results of a survey in the scope of the Federal Public Administration to try to identify the expectation of the citizen and/or public servant with the Digitization of Public Services by the Brazilian Government.

Paper Citation

in Harvard Style

Canedo E., Tives H. and Cerqueira A. (2020). Citizen’s Perception of Public Services Digitization and Automation.In Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS, ISBN 978-989-758-423-7, pages 754-761. DOI: 10.5220/0009409507540761

in Bibtex Style

@conference{iceis20,
author={Edna Canedo and Heloise Tives and Anderson Cerqueira},
title={Citizen’s Perception of Public Services Digitization and Automation},
booktitle={Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS,},
year={2020},
pages={754-761},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009409507540761},
isbn={978-989-758-423-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS,
TI - Citizen’s Perception of Public Services Digitization and Automation
SN - 978-989-758-423-7
AU - Canedo E.
AU - Tives H.
AU - Cerqueira A.
PY - 2020
SP - 754
EP - 761
DO - 10.5220/0009409507540761