Serviços Públicos Digitais
Serviços Públicos Digitais
Índice
O desenvolvimento tecnológico tem transformado as organizações públicas e o modo como estas se relacionam com os cidadãos. É neste contexto que se assiste ao surgimento de serviços públicos digitais cada vez mais sofisticados e inovadores, que permitem e encorajam um maior nível de participação e colaboração dos utilizadores.
O objetivo fundamental do presente capítulo é o de caracterizar os serviços públicos digitais, ilustrando e discutindo as suas principais tipologias e analisando os desafios que colocam à avaliação da qualidade.
Podendo-se afirmar que coexistem atualmente diferentes modelos alternativos de prestação dos serviços e que a evolução tem ocorrido fundamentalmente numa perspetiva de continuidade, é inegável que tecnologias mais disruptivas, como as associadas à inteligência artificial, à análise de grandes volumes de dados (big data analytics), à computação em nuvem (cloud computing), aos dados abertos, ou à Internet das Coisas (IoT), podem, no futuro, vir à alterar de forma mais dramática o modo como nos relacionamos com os serviços públicos. Constata-se, paralelamente, que a medição da qualidade dos serviços públicos digitais tem tido por base modelos e escalas desenvolvidas para os serviços em geral e, mais tarde, adaptadas para o contexto digital. Contudo, com o aprofundamento destes serviços e a sua maior sofisticação, não é de descartar a necessidade de desenvolver instrumentos que captem melhor as especificidades deste contexto.
Rui Pedro Lourenço foi Professor Auxiliar da Faculdade de Economia da Universidade de Coimbra (FEUC) e membro integrado do Centre for Business and Economics Research (CeBER) da mesma Faculdade. Obteve um Doutoramento em Organização e Gestão de Empresas, especialidade de Ciências dos Sistemas nas Organizações, pela Universidade de Coimbra. Trabalhou sobretudo em Transformação Digital da Administração Pública (eGovernment), Democracia Digital (eDemocracy), e transparência e responsabilização (accountability) da Administração Pública.
Patrícia Moura e Sá é Professora Associada com Agregação da Faculdade de Economia da Universidade de Coimbra (FEUC) e membro integrado do Centro de Estudos Sociais da Universidade de Coimbra (CES). Tem um PhD in Business pela Sheffield Hallam University (Reino Unido) e trabalha sobretudo em temas ligados à Qualidade nos Serviços de Interesse Geral, Medição da Performance Organizacional e Planeamento da Qualidade.
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Administração Pública, Digitalização, Inovação, Qualidade em Serviços
