Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov
Autor(a) principal: | |
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Data de Publicação: | 2013 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Manancial - Repositório Digital da UFSM |
Texto Completo: | http://repositorio.ufsm.br/handle/1/4627 |
Resumo: | 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. |
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Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-GovEvaluation of the effectiveness of the Federal Revenue website: a reference for e-Gov practicesAvaliação de sítiosGoverno eletrônicoE-GovEvaluation of websitesElectronic governmentCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOT 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.Esta dissertação apresenta o tema e-Gov, sua introdução como política pública no Brasil e utilização como instrumento de interação com os cidadãos. Tendo como fundamentação teórica, estudos sobre governo eletrônico e referenciais para avaliação de sítios e portais governamentais, objetivou avaliar a efetividade do sítio da Receita Federal na prestação de informações e serviços aos cidadãos. As referências à Receita Federal como um destaque na utilização das novas tecnologias da informação e comunicação se traduzem no elevado número de atendimentos online efetuados, contrastando com o significativo número de atendimentos presenciais para serviços que estão disponíveis para serem executados através da Internet, apontados por estatísticas do órgão. Constatações que justificam a escolha da Receita Federal como objeto de estudo e caracterizam o presente trabalho como estudo de caso. Através de um modelo multimétodo, foi validado um instrumento avaliativo e reaplicado na população alvo para, efetivamente, avaliar o sítio da Receita Federal conforme proposto no objetivo geral do trabalho. Paralelamente, outro instrumento foi validado e aplicado durante o atendimento presencial para encontrar motivações à busca dessa forma de atendimento. Foi traçado um perfil dos usuários das informações e serviços e identificados os fatores que contribuem para a efetividade do sítio ou que conduzem o cidadão a procurar atendimento presencial para obter informações e serviços que também podem ser realizados através da Internet. A operacionalização da pesquisa, de caráter descritivo, num primeiro momento, contempla uma abordagem de natureza qualitativa, para contextualizar e especificar o tema e-Gov e discernir o contexto de sua aplicação como instrumento de interação com o cidadão pela Receita Federal, delineando-se por meio de análise documental e entrevistas com técnicos do órgão. Num segundo momento, a pesquisa assume uma abordagem de natureza quantitativa, utilizando os instrumentos para o levantamento com usuários dos serviços através da Internet e do atendimento presencial. A análise de dados compreende a ligação de abordagens qualitativas e quantitativas através de triangulação concomitante, avaliando os construtos maturidade, disponibilidade, facilidade de uso, confiabilidade e acessibilidade e transparência. Os dados e evidencias coletados indicam que a confiabilidade e a disponibilidade contribuem diretamente para a efetividade do sítio. A facilidade de uso, embora em menor grau, também pode ser destacada como um atributo que afeta positivamente, ao menos na percepção dos usuários. O construto acessibilidade e transparência apresenta o menor índice de avaliação, e embora não tenha afetado diretamente a efetividade, demonstra que órgão precisa aprofundar as práticas de e-Gov nesse aspecto. A maturidade é o construto que limita a efetividade e que conduz o cidadão a buscar atendimento presencial. De maneira geral, confirmam-se as menções à Receita Federal como referência em matéria de e-Gov no Brasil, mas há um longo caminho a ser percorrido para que a utilização dessas ferramentas se consolide e produza os benefícios oriundos de toda a sua potencialidade.Universidade Federal de Santa MariaBRAdministraçãoUFSMPrograma de Pós-Graduação em AdministraçãoLöbler, Mauri Leodirhttp://lattes.cnpq.br/7320669188854401Müller, Felipe Martinshttp://lattes.cnpq.br/5941686828835081Pereira, Breno Augusto Dinizhttp://lattes.cnpq.br/8919338859562451Rampelotto, Alexandre2017-04-062017-04-062013-02-07info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfapplication/pdfRAMPELOTTO, 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.http://repositorio.ufsm.br/handle/1/4627porinfo:eu-repo/semantics/openAccessreponame:Manancial - Repositório Digital da UFSMinstname:Universidade Federal de Santa Maria (UFSM)instacron:UFSM2022-04-07T17:55:10Zoai:repositorio.ufsm.br:1/4627Biblioteca Digital de Teses e Dissertaçõeshttps://repositorio.ufsm.br/ONGhttps://repositorio.ufsm.br/oai/requestatendimento.sib@ufsm.br||tedebc@gmail.comopendoar:2022-04-07T17:55:10Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM)false |
dc.title.none.fl_str_mv |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov Evaluation of the effectiveness of the Federal Revenue website: a reference for e-Gov practices |
title |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
spellingShingle |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov Rampelotto, Alexandre Avaliação de sítios Governo eletrônico E-Gov Evaluation of websites Electronic government CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
title_short |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
title_full |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
title_fullStr |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
title_full_unstemmed |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
title_sort |
Avaliação da efetividade do sítio da Receita Federal na internet: um referencial para práticas de e-Gov |
author |
Rampelotto, Alexandre |
author_facet |
Rampelotto, Alexandre |
author_role |
author |
dc.contributor.none.fl_str_mv |
Löbler, Mauri Leodir http://lattes.cnpq.br/7320669188854401 Müller, Felipe Martins http://lattes.cnpq.br/5941686828835081 Pereira, Breno Augusto Diniz http://lattes.cnpq.br/8919338859562451 |
dc.contributor.author.fl_str_mv |
Rampelotto, Alexandre |
dc.subject.por.fl_str_mv |
Avaliação de sítios Governo eletrônico E-Gov Evaluation of websites Electronic government CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
topic |
Avaliação de sítios Governo eletrônico E-Gov Evaluation of websites Electronic government CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
description |
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. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013-02-07 2017-04-06 2017-04-06 |
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 |
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. http://repositorio.ufsm.br/handle/1/4627 |
identifier_str_mv |
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. |
url |
http://repositorio.ufsm.br/handle/1/4627 |
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.format.none.fl_str_mv |
application/pdf application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Federal de Santa Maria BR Administração UFSM Programa de Pós-Graduação em Administração |
publisher.none.fl_str_mv |
Universidade Federal de Santa Maria BR Administração UFSM Programa de Pós-Graduação em Administração |
dc.source.none.fl_str_mv |
reponame:Manancial - Repositório Digital da UFSM instname:Universidade Federal de Santa Maria (UFSM) instacron:UFSM |
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Universidade Federal de Santa Maria (UFSM) |
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UFSM |
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UFSM |
reponame_str |
Manancial - Repositório Digital da UFSM |
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Manancial - Repositório Digital da UFSM |
repository.name.fl_str_mv |
Manancial - Repositório Digital da UFSM - Universidade Federal de Santa Maria (UFSM) |
repository.mail.fl_str_mv |
atendimento.sib@ufsm.br||tedebc@gmail.com |
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