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Advisor(s)
Abstract(s)
A transformação digital (TD) é um tema bastante atual e que representa todo o processo de integração de novas tecnologias no âmbito empresarial, operacional e até mesmo social. Num mundo cada vez mais conectado, inteligente e onde prevalece a inovação, descobrem-se novas oportunidades e adotam-se modelos de negócio cada vez mais holísticos, onde as pessoas envolvem-se pelo que as experiências proporcionam. Deste modo, os indivíduos deparam-se com a necessidade de desenvolver diferentes competências e de se adaptar a uma transformação exponencial, predominada pela tecnologia e centralizada nos humanos. Tal se verifica nos serviços, tanto públicos como privados, onde se assiste cada vez mais ao uso de tecnologias mais avançadas, com o propósito de otimizar processos e recursos, assim como proporcionar aos clientes serviços mais eficazes e inovadores. Com o presente estudo de caso pretende-se responder à questão de investigação “Como é que a adoção dos serviços digitais da Loja do Cidadão é percecionada pelos utilizadores e que impacto têm na sua experiência?”, de forma a entender quais são as principais dificuldades e obstáculos que os cidadãos têm aquando do uso dos serviços públicos digitais e sobretudo, avaliar a satisfação dos mesmos, tendo por base diferentes dimensões. O foco desta pesquisa foi a Loja do Cidadão (LC), sendo que a abordagem metodológica da investigação teve por base a realização de entrevistas semiestruturadas aos seus utilizadores. O instrumento utilizado na recolha dos dados permitiu observar os indivíduos e ainda, explorar as informações que se iam obtendo, existindo o fator adaptabilidade durante o decorrer das entrevistas. Esta dissertação concluiu que, ainda que, as novas tecnologias estejam a ter um impacto positivo na vida do cidadão, satisfazendo cada vez mais as suas necessidades, existe um conjunto de barreiras que devem ser mitigadas, a fim de melhorar a eficácia dos serviços públicos digitais da Loja do Cidadão.
Digital transformation is a highly relevant topic that encompasses the whole process of integrating new technologies into the business, operational and even social realms. In a world that is increasingly connected, intelligent and where innovation prevails, new opportunities are being discovered and increasingly holistic business models are being adopted, where people get involved because of the experiences provided. Individuals are therefore faced with the need to develop different skills and adapt to an exponential transformation, dominated by technology, and centered on humans. This is true of services, both public and private, where more and more advanced technologies are being used to optimize processes and resources and provide customers with more effective and innovative services. This case study aims to answer the research question "How is the adoption of the Loja do Cidadão's digital services perceived by users and what impact does it have on their experience?" to understand the main challenges and obstacles that citizens have when using digital public services and, above all, to assess their satisfaction, based on different aspects. The focus of this research was the “Loja do Cidadão” by applying a methodological approach based on semi-structured interviews with its users. The instrument used to collect the data made it possible to observe the individuals and to explore the information obtained, with the adaptability factor during the interviews. This dissertation concluded that, although new technologies are having a positive impact on citizens' lives while increasingly satisfying their needs, there are a number of barriers that must be mitigated in order to improve the effectiveness of the Loja do Cidadão's digital public services.
Digital transformation is a highly relevant topic that encompasses the whole process of integrating new technologies into the business, operational and even social realms. In a world that is increasingly connected, intelligent and where innovation prevails, new opportunities are being discovered and increasingly holistic business models are being adopted, where people get involved because of the experiences provided. Individuals are therefore faced with the need to develop different skills and adapt to an exponential transformation, dominated by technology, and centered on humans. This is true of services, both public and private, where more and more advanced technologies are being used to optimize processes and resources and provide customers with more effective and innovative services. This case study aims to answer the research question "How is the adoption of the Loja do Cidadão's digital services perceived by users and what impact does it have on their experience?" to understand the main challenges and obstacles that citizens have when using digital public services and, above all, to assess their satisfaction, based on different aspects. The focus of this research was the “Loja do Cidadão” by applying a methodological approach based on semi-structured interviews with its users. The instrument used to collect the data made it possible to observe the individuals and to explore the information obtained, with the adaptability factor during the interviews. This dissertation concluded that, although new technologies are having a positive impact on citizens' lives while increasingly satisfying their needs, there are a number of barriers that must be mitigated in order to improve the effectiveness of the Loja do Cidadão's digital public services.
Description
Keywords
Transformação digital Serviços públicos Satisfação dos cidadãos Desafios no meio digital Loja do Cidadão Digital transformation Public services Citizen satisfaction Challenges in the digital environment