iFale - gerenciamento eletrônico de manifestações do cidadão

Abstract

With the new technologies turned to the internet, several changes occurred in several public departments and departments. The most noticeable change lies in a form of government with transparency and agility in its services and communications. Today, these public agencies and departments are very dependent on information and communication technology resources. This paper intends to describe the process of measuring levels of satisfaction of the Rio Branco Public Service Center in the state of Acre, presenting the results referring to the information process of the data acquisition form on levels of service satisfaction, denominated Manifestation of the Citizen, through a web system of electronic Manifestations management developed for this purpose. Its results and organizational impacts related to the process change, which was totally manual, both for the acquisition and tabulation of its data for the Quality Management of the Organization Management in Service Centers (OCA) were totally automated, improvement. The results were tested and compared to the paper forms, generating agility and transparency in the data. As a result, it was noted that as innovations, both technological and administrative, contribute to improve and agility of the entire process of measuring satisfaction levels and increasing the quality of services offered by OCA Rio Branco.