TCC - Bacharelado em Ciência da Computação (Sede)
URI permanente para esta coleçãohttps://arandu.ufrpe.br/handle/123456789/415
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Item Benchmark for public ombudsman portals of the State Courts of Accounts in Brazil(2024-03-01) Silva, Hugo Rafael Alves da; Brito, Kellyton dos Santos; Santos, Glória M.; http://lattes.cnpq.br/8750956715158540In Brazil, public ombudsman offices, established to handle citizen complaints about public services, face challenges amidst the ongoing digital transformation of governmental institutions. While government strategies aim at modernization, practical implementation falls short, evident in issues such as infrastructure problems and service disconnection. This extends to public ombudsman offices, as it is part of the public bodies, being difficult even to measure and compare their portals to each other. This study, conducted in partnership with the State Court of Accounts of Pernambuco, seeks to address these challenges by creating a benchmark for evaluating Brazilian State Courts of Accounts' ombudsman portals. Drawing on relevant legislation, the Brazilian Public Ombudsman Maturity Model, and public service literature, the benchmark establishes requirements and acceptance criteria, validated by public service specialists, aiming to evaluate the portals and through this evaluation, assist the ombudsman's offices in understanding what needs to be improved or implemented on their portals to achieve their objectives. This benchmark also enables ombudsman's offices to learn from each other. The main conclusions highlights the need for public ombudsman portals to improve the way they implement their core services, such as registering and tracking of citizen’s manifestations. Additionally, there's an emphasis on the necessity for portals to reach a broader audience by implementing more accessibility features and modernizing their communication and navigation through virtual assistants and chat bots. The application of the benchmark also clarifies that there are better-developed portals that can serve as inspiration for less-developed ones, both in general and in terms of specific requirements.Item Como definir a estratégia de um laboratório de inovação no setor público? Um estudo de caso da iniciativa de inovação do Tribunal de Contas do Estado de Pernambuco(2021-12-03) Agostinho, Matheus Cavalcanti; Santos, George Augusto Valença; http://lattes.cnpq.br/8525564952779211; http://lattes.cnpq.br/7317129861491898In the last decade, innovation labs have become increasingly frequent and important to leverage innovation in the Brazilian public sector, in all spheres and acting areas. However, only recently and still superficially reports appear in the literature and in technical reports developed by public organizations about how these labs are structured. To understand the innovation strategy of a government lab, as a reflection of innovation management, we conducted a case study at the Court of Auditors of the State of Pernambuco, which adopts an open innovation model to solve its challenges and leverage the institution, strengthening the image of external control organizations towards public opinion. From the monitoring and participation in the structuring of its innovation laboratory, the Prisma Lab, we were able to look at several other initiatives across Brazil, benchmarking these laboratories, and to be inspired by what has been adopted in relation to the methodologies adopted for their projects, to the innovation method (topdown or bottomup), to the collaborative nature, and thus, to get to an initial idea of the laboratory’s vocation, through questionnaires and workshops carried out with TCE-PE servers, presenting everything that was collected during this survey to them. It is expected that the knowledge generated in this work can inspire future innovation initiatives in the Brazilian public sector, helping us to get out of a scenario of scarcity of more detailed reports, and aids in studies on the movement of innovation in government.