Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Repositório Institucional do FGV (FGV Repositório Digital) |
Texto Completo: | http://hdl.handle.net/10438/14162 |
Resumo: | This research has the goal of exploring how the São Paulo State government can use technology to get the State closer to citizens by means of mobile applications. The increase in use of mobile applications by Brazilian people and recent broadening in use of m-government as an effort in search of better services to São Paulo State citizens in last two decades have set the scenario in which was created the Request for Proposal of Citizens’ Technology and Services Agency of Government Department of São Paulo State. In this work, there was integration of different research methods: literature review, semi-structured interviews with important players for policy formulation, assessment of São Paulo State mobile application policy and assessment of its applications, benchmarking of international experience and analytic diagnostic of current situation. It was found as strengths the existence of an Agency close to Governor, the creation of a central application which references the other applications from government and the existence of a government technology company with the skills to develop services and applications. As challenges, it was identified applications communication and promotion strategy, lack of legislation about m-government and lack of public policy and consistent strategic plan to guide improvements and reaching of results with speed and efficiency. It is recommended that: 1) Citizens’ Technology and Service Agency act as central body to generate guidelines to m-government, beyond e-government issues, 2) that government focuses on aiming services toward citizens and not mainly to applications development, and 3) that a clear policy to m-government diffusion be formulated and implemented in a way it can be understood and replicated by all government players and pervade all direct and indirect administration bodies, not restricting to IT departments. The conclusion is that m-government approach in Brazil is still incipient, requiring additional academic research to consolidate critical mass about the subject. We consider that this subject will have attention and investment from government in the next years. São Paulo State is in a good direction, but to advance effectively state managers will have to incorporate best practices from international experience in m-government, having a long way to effectively provide a better relationship between the State and citizens by the use of mobile applications, with approach of unique government to unique citizen. |
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Andrade, Maurício Arantes deCenteno, Fernanda Pagan RivaroliSouza, Ronnye OliveiraEscolas::EAESPPacheco, Regina Silvia Viotto MonteiroReinhard, NicolauSemeghini, JúlioCunha, Maria Alexandra Viegas Cortez da2015-10-26T15:02:13Z2015-10-26T15:02:13Z2015-09-24http://hdl.handle.net/10438/14162This research has the goal of exploring how the São Paulo State government can use technology to get the State closer to citizens by means of mobile applications. The increase in use of mobile applications by Brazilian people and recent broadening in use of m-government as an effort in search of better services to São Paulo State citizens in last two decades have set the scenario in which was created the Request for Proposal of Citizens’ Technology and Services Agency of Government Department of São Paulo State. In this work, there was integration of different research methods: literature review, semi-structured interviews with important players for policy formulation, assessment of São Paulo State mobile application policy and assessment of its applications, benchmarking of international experience and analytic diagnostic of current situation. It was found as strengths the existence of an Agency close to Governor, the creation of a central application which references the other applications from government and the existence of a government technology company with the skills to develop services and applications. As challenges, it was identified applications communication and promotion strategy, lack of legislation about m-government and lack of public policy and consistent strategic plan to guide improvements and reaching of results with speed and efficiency. It is recommended that: 1) Citizens’ Technology and Service Agency act as central body to generate guidelines to m-government, beyond e-government issues, 2) that government focuses on aiming services toward citizens and not mainly to applications development, and 3) that a clear policy to m-government diffusion be formulated and implemented in a way it can be understood and replicated by all government players and pervade all direct and indirect administration bodies, not restricting to IT departments. The conclusion is that m-government approach in Brazil is still incipient, requiring additional academic research to consolidate critical mass about the subject. We consider that this subject will have attention and investment from government in the next years. São Paulo State is in a good direction, but to advance effectively state managers will have to incorporate best practices from international experience in m-government, having a long way to effectively provide a better relationship between the State and citizens by the use of mobile applications, with approach of unique government to unique citizen.Esta dissertação tem como objetivo explorar como o governo do Estado de São Paulo pode utilizar a tecnologia para aproximar o Estado dos cidadãos por meio de aplicativos móveis. A intensificação do uso dos dispositivos móveis pela população brasileira e a recente ampliação do uso de m-government como esforço na busca da melhoria da prestação de serviços ao cidadão pelo Estado de São Paulo nas duas últimas décadas configuram o cenário em que foi estabelecido o Termo de Referência da Subsecretaria de Tecnologia e Serviços ao Cidadão, da Secretaria de Governo do Estado de São Paulo. Neste trabalho, houve a integração de métodos de pesquisa de diferentes naturezas: revisão da literatura, entrevistas semi-estruturadas com atores influentes na formulação das políticas públicas, avaliação da política de aplicativos móveis do Governo do Estado de São Paulo e dos próprios aplicativos, benchmarking de experiências internacionais e diagnóstico analítico da situação atual. Foram identificados como pontos fortes a importância da existência de uma subsecretaria próxima ao Governador, a criação de um aplicativo central que facilita o conhecimento dos aplicativos do governo existentes e a existência de uma empresa pública de processamento de dados com competência para desenvolver serviços e aplicativos. Como desafios foram identificados a estratégia de comunicação e divulgação dos aplicativos, ausência de legislação sobre m-government e a falta de uma política pública e planejamento estratégico consistente para orientar melhorias e alcance de resultados com rapidez e eficiência. Recomenda-se, principalmente: 1) que a Subsecretaria de Tecnologia e Serviços ao Cidadão atue como órgão central para além de emitir as diretrizes de e-goverment, também emanar as de m-government, 2) que o foco governamental seja na orientação do serviço ao cidadão e não primordialmente ao desenvolvimento de aplicativos e 3) a formulação e implementação de uma política clara para a difusão de m-government que seja passível de ser entendida e replicada por todos os atores governamentais e permeie todos os órgãos da administração direta e indireta, não se restringindo às áreas de TI. A abordagem de m-government ainda é incipiente no Brasil, necessitando de novos estudos acadêmicos complementares para consolidação de massa crítica sobre o tema. Este assunto receberá atenção e investimentos governamentais nos próximos anos. Conclui-se que o Estado de São Paulo está em uma boa direção, mas para avançar com efetividade os gestores estaduais devem se apropriar das melhores práticas da experiência internacional em m-government, havendo um longo caminho para melhorar o relacionamento entre o Estado e os cidadãos com o uso de aplicativos móveis, com a abordagem de um governo único para um cidadão único.porM-governmentServiços ao cidadãoAdministração públicaAdministração pública - Serviços de informaçãoServiços de utilidade pública - São Paulo (Estado)Sistemas de comunicação móvelTelefonia celularMelhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Pauloinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisreponame:Repositório Institucional do FGV (FGV Repositório Digital)instname:Fundação Getulio Vargas (FGV)instacron:FGVinfo:eu-repo/semantics/openAccessORIGINALDissertacao MGovernment Estado de São Paulo 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|
dc.title.por.fl_str_mv |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
title |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
spellingShingle |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo Andrade, Maurício Arantes de M-government Serviços ao cidadão Administração pública Administração pública - Serviços de informação Serviços de utilidade pública - São Paulo (Estado) Sistemas de comunicação móvel Telefonia celular |
title_short |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
title_full |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
title_fullStr |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
title_full_unstemmed |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
title_sort |
Melhoria da comunicação e do relacionamento entre o governo e os cidadãos com aplicativos móveis: o caso do m-government do estado de São Paulo |
author |
Andrade, Maurício Arantes de |
author_facet |
Andrade, Maurício Arantes de Centeno, Fernanda Pagan Rivaroli Souza, Ronnye Oliveira |
author_role |
author |
author2 |
Centeno, Fernanda Pagan Rivaroli Souza, Ronnye Oliveira |
author2_role |
author author |
dc.contributor.unidadefgv.por.fl_str_mv |
Escolas::EAESP |
dc.contributor.member.none.fl_str_mv |
Pacheco, Regina Silvia Viotto Monteiro Reinhard, Nicolau Semeghini, Júlio |
dc.contributor.author.fl_str_mv |
Andrade, Maurício Arantes de Centeno, Fernanda Pagan Rivaroli Souza, Ronnye Oliveira |
dc.contributor.advisor1.fl_str_mv |
Cunha, Maria Alexandra Viegas Cortez da |
contributor_str_mv |
Cunha, Maria Alexandra Viegas Cortez da |
dc.subject.eng.fl_str_mv |
M-government |
topic |
M-government Serviços ao cidadão Administração pública Administração pública - Serviços de informação Serviços de utilidade pública - São Paulo (Estado) Sistemas de comunicação móvel Telefonia celular |
dc.subject.por.fl_str_mv |
Serviços ao cidadão |
dc.subject.area.por.fl_str_mv |
Administração pública |
dc.subject.bibliodata.por.fl_str_mv |
Administração pública - Serviços de informação Serviços de utilidade pública - São Paulo (Estado) Sistemas de comunicação móvel Telefonia celular |
description |
This research has the goal of exploring how the São Paulo State government can use technology to get the State closer to citizens by means of mobile applications. The increase in use of mobile applications by Brazilian people and recent broadening in use of m-government as an effort in search of better services to São Paulo State citizens in last two decades have set the scenario in which was created the Request for Proposal of Citizens’ Technology and Services Agency of Government Department of São Paulo State. In this work, there was integration of different research methods: literature review, semi-structured interviews with important players for policy formulation, assessment of São Paulo State mobile application policy and assessment of its applications, benchmarking of international experience and analytic diagnostic of current situation. It was found as strengths the existence of an Agency close to Governor, the creation of a central application which references the other applications from government and the existence of a government technology company with the skills to develop services and applications. As challenges, it was identified applications communication and promotion strategy, lack of legislation about m-government and lack of public policy and consistent strategic plan to guide improvements and reaching of results with speed and efficiency. It is recommended that: 1) Citizens’ Technology and Service Agency act as central body to generate guidelines to m-government, beyond e-government issues, 2) that government focuses on aiming services toward citizens and not mainly to applications development, and 3) that a clear policy to m-government diffusion be formulated and implemented in a way it can be understood and replicated by all government players and pervade all direct and indirect administration bodies, not restricting to IT departments. The conclusion is that m-government approach in Brazil is still incipient, requiring additional academic research to consolidate critical mass about the subject. We consider that this subject will have attention and investment from government in the next years. São Paulo State is in a good direction, but to advance effectively state managers will have to incorporate best practices from international experience in m-government, having a long way to effectively provide a better relationship between the State and citizens by the use of mobile applications, with approach of unique government to unique citizen. |
publishDate |
2015 |
dc.date.accessioned.fl_str_mv |
2015-10-26T15:02:13Z |
dc.date.available.fl_str_mv |
2015-10-26T15:02:13Z |
dc.date.issued.fl_str_mv |
2015-09-24 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10438/14162 |
url |
http://hdl.handle.net/10438/14162 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.source.none.fl_str_mv |
reponame:Repositório Institucional do FGV (FGV Repositório Digital) instname:Fundação Getulio Vargas (FGV) instacron:FGV |
instname_str |
Fundação Getulio Vargas (FGV) |
instacron_str |
FGV |
institution |
FGV |
reponame_str |
Repositório Institucional do FGV (FGV Repositório Digital) |
collection |
Repositório Institucional do FGV (FGV Repositório Digital) |
bitstream.url.fl_str_mv |
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MD5 MD5 MD5 MD5 |
repository.name.fl_str_mv |
Repositório Institucional do FGV (FGV Repositório Digital) - Fundação Getulio Vargas (FGV) |
repository.mail.fl_str_mv |
|
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1810024123963801600 |