Governo eletrônico: aprimoramento da transparência dos serviços da gestão pública através da relação G2C: um estudo de caso na Prefeitura Municipal de Cachoeirinha, RS

Abstract

By following private initiative steps that invests in information technology and led by institutional theory the government also concentrates efforts on communication policy development as well as the use of new technologies in order to improve public management and make the relationship with the society easier. Information and communication technology revolutionized the relationship between the government and citizen through the concepts and application of New Public Management. It keeps contributing to the quality and satisfaction by a meaningful and full enhancement of electronic service offer and demand. Experts in public management have elected the Electronic Government as a transparency development instrument, information offer, better services and cost reduction by using the internet. In this regard, such study aims at improving the delivered services transparency by public management through the relation between government and citizen by using information and communication technology and identifying the importance of electronic government in which the public management is able to prompt satisfaction to the population and search for the enhancement of practices and routines through the internet. Therefore, it is taken for granted that the public management must be structured in order to deliver high quality services to society and periodically adapt to population requests. The methodology to identify the importance of information and communication technologies along with public management has been based on a theoretical review and a case study in which residents were enquired and Cachoeirinha City Hall public administrators were interviewed where the proposal was meant to understand the communication and the relationship Government-citizen as well as the absorption of such relationship by the management and service deliverance transparency enhancement. Through content analyzes and statistics calculus the size of importance and satisfaction of information technology use to service deliverance transparency enhancement have been assessed by using G2C relationship. The outcome reveals that Cachoeirinha City Hall-RS has management actions which are mainly concentrated on network infrastructure adequacy, internal operations, technology guidelines, legislation and citizen services. It was also possible to notice that the portal usability is below expectations of advertised picture and the citizen is not prepared to communicate with the city hall through the internet. This use requires knowledge promotion and the existing public services optimization as well as community participation to government policies integration. It has been concluded that the relationship between government and citizen through information and communication technology shows aspects to be improved regarding transparent public service deliverance.