Information technologies in Management Processes: e-government Advances

Transcription

1 Faculdades Integradas de Itararé FAFIT-FACIC Itararé SP Brasil v. 05, n. 01, jan./jun. 2014, p REVISTA ELETRÔNICA FAFIT/FACIC Information technologies in Management Processes: e-government Advances As tecnologias da informação no processo de gerenciamento: avanços do governo eletrônico Rosimeri Maria de Souza Universidade Federal de Santa Catarina UFSC Florianópolis Brasil Paula de Souza Universidade Federal de Santa Catarina UFSC Florianópolis Brasil Sérgio Murilo Petri Universidade Federal de Santa Catarina UFSC Florianópolis Brasil Eugenio Andres Díaz Merino Universidade Federal de Santa Catarina UFSC Florianópolis Brasil Abstract This work presents an information technologies study in management organization, delimited to the Digital Government actions (e-gov. portal). Its objective is to verify how the information and communication technologies (ICT) influence the management processes, using the e-gov. portal as the main tool providing technological changes to citizens. This research is justified by the fact that information technology (IT) becomes increasingly essential to the society, to organizations and to business. Therefore, as a descriptive research we used a methodology based on secondary data of technical literature (databases). We used documentary and bibliographic bases, of exploratory and descriptive nature, to determine the factors that contribute to the phenomenon occurrence. Finally, as a result we have the fact that technologies transform the way activities are performed in general, and that organizations seek in ICT utilization the improvement of its functions, adding value to business and responding to society demands, promoting citizenship and inclusion actions. Keywords: information technologies, organizations, digital government portal, citizenship. Resumo Este trabalho apresenta um estudo acerca das tecnologias da informação na organização do gerenciamento, delimitado para as ações do Governo Eletrônico (e-gov). Tem-se como objetivo verificar de que forma as Tecnologias da Informação e Comunicação (TIC) influenciam o processo de gerenciamento, tendo o e-gov como a principal ferramenta capaz de propiciar transformações tecnológicas aos cidadãos. Esta pesquisa se justifica

2 pelo fato de que a tecnologia da informação (TI) torna-se cada vez mais indispensável para a sociedade civil, às organizações e aos negócios. Para tanto, usou-se como metodologia a pesquisa descritiva com base em dados secundários da literatura técnica (bases de dados). Utilizou-se de base documental e bibliográfica, de natureza exploratória e descritiva, para determinar os fatores que contribuem para a ocorrência do fenômeno. Por fim, obteve-se como resultado o fato de que as tecnologias transformam a maneira como as atividades em geral são executadas, e de que as organizações buscam na utilização da TIC, melhorar sua função, agregando valor aos negócios e, atendendo tempestivamente às demandas da sociedade, assim, promovendo cidadania e ações de inclusão. Keywords: tecnologias da informação, organizações, governo eletrônico, cidadania. 1. Introduction The Information and Communication Technologies(ICT) advances keep the society continuously connected, throughout the year, highlighting a global restructuring process, in which internet is one of the main factors of change in various forms of relationships. Information technology has become an indispensable tool to the implementation of the processes of socio-economic remodeling. Pursuing the efficiency in improving the citizens' living conditions, the Government has been doing intensive use of ICT. Companies, through computers and information systems, digitally interact with the Government, reducing costs and enabling their businesses. Therefore, the e-gov. portal electronic tool through which users do their businesses with the Government emerge to meet specific society demands, which ensures the good development of their interests and part of tax collection. The Brazilian Government has a considerable number of services in digital media. This is an indication of the current ICT management, representing just one of its results. Furthermore, under no circumstances should we summarize digital government (e-gov. portal) to sites, but welcome the idea of a series of activities and procedures. In this context, this study aims to verify the evolution of information technology in the management process, as well as its impact on society, bounded to the e-government actions. In addition, we seek to identify actions that may improve the ICT use. 2. Theoretical referential Organizations in general are in constant transformation, being forced to care about the management and use of technology. Information systems are increasingly present in people s daily lives. The growing computerization level of society brings changes that tend to increase over time, producing noticeable impacts in different sectors of human activity. In order to obtain a proper understanding of the current influence of information technology on organizations lives public or private it s interesting to follow its trajectory since its launching on Chart Chart 1 Information technology historical use Companies starting IT use Very few technology options (software and equipment) Laborious construction processes applications with few support tools Need of methodologies with rapid response to demands Manual routine automations Shortage of technical manpower Handmade character development Increase of systems impact in companies Analysts start considering: concepts of organizational development, IT as a strategic organizational feature 2

3 decision-making, adoption of innovations, learning, human-computer interface, relationship between user and his staff Stimulus to the decision support systems construction Changes in external companies environment Outsourcing, inter-organizational systems Systems architecture Systems development involving economical, legal, political and cultural aspects IT as a corporation strategic center Knowledge as a valuable creation source Source: Reinhard (1996) Era of data processing Computer resources as a business support instrument Business execution increasingly relying on IT application IT assumes a more strategic character IT transforms businesses One realizes that since the information technology was made available, organizations used them to provide services of informative nature, as well as to support and encourage the use of those services, providing a customized and updated knowledge of them. Even in a not so expressive number, these technologies have been used to support and improve the Government functions. Furthermore, we note on Chart 2, that some services and activities can be resolved and developed locally, which, to some extent, reduce social and economic problems. Chart 2 Services provision on the internet User Main services Support services Newspapers Discussion groups News Knowledge tests Marketing Links Medical literature Corporative information Information on new products Complementary services Facilitator services Travel information Archives Software download Research facilities Financial publicity Support functions Medicine suppliers On-line account Internet surfing Source: Linjander adaptation (2009) Information and infrastructure have transformed the world of the "information society", for daily life has been organized in the form of networks. This is one of the main features that distinguish the present day social systems from the precedent ones. We can say that the "information society" has an important role in the development of human activities new organizations. In addition, it is noticed that: The possibility of understanding this Web, or train of thought that governs this new context that characterizes the world social organization at the turn of the century, refers the reader to the feeling that there is still a logic operating of our world, apparently illogical, even if constructed with an increasing degree of unpredictability and uncertainty, of order/disorder/order. Such logic is the logic of the network, to which we live connected, interlinked, interdependent, and inseparable (ALMEIDA NETO, 1999, p. 1). Therefore, the function performed by IT, seen as a set of all the activities and solutions provided by computing resources, is strategic and assists the development of collective knowledge and continuous learning. Furthermore, it cooperates with knowledge management, making easier for people to share problems, perspectives, experiences, 3

4 ideas and solutions. Therefore, the new environment, influenced by the information technologies, requires new organizational forms, which must be more dynamic and flexible to changes. New managerial methods and techniques are instilled in the same way that other premises arise to the establishment of organizational strategies and motivational factors. According to Nolan (ROSINI, 2003), in the ICT development, the constant technological innovations often require the organization to return to its initial phases of the evolution processes, so that the new technology can be absorbed in its managerial processes. In fact innovation is nothing more than growing improvement, in which change is, in fact, to apply the novelty. Innovation refers to beneficial change, significantly altering the organization products, services, actions and values. For this reason, administrators seek to anticipate technological change and its impact on the activities they are developing. Radical technology innovations produce deep transformations in social organization, at work and in their own daily lives; the new scenario affects interests, values and routines, requiring a continuous improvement of professionals working in these companies, where the use of technology is intensified. According to Fugini, Maggiolini and Pagamici (2005), in the IT development in order to choose and apply the technologies, aiming to qualify the actions of each sector, companies must check what is the best choice, given the various existing functions, which are the "internal affairs" when performing personnel management, their own financial resources, among others; "Governance" (of the collectivity and the competence area), through instruments involving, for example, from urbanity regulator plans to laws that regulate the labor market; etc. Therefore, to understand the technology impacts on organizations, one must understand that these innovations cause changes, because, if they don't bring any results, it is better not to invest in them (GONÇALVES, 1994). Furthermore, when analyzing the IT impact, Fountain (2001) considers that this one differs from other technologies for its ability to modify the structure where it operates. The efficiency potential found on its use will meet the processes deployment with a focus on faster, with high technology and easy monitoring services provision to citizens. Therefore, Coelho (2001, p. 111) claims that: (...) the reform and modernization processes of public management are facing a new challenge, namely, to adapt to the growing diffusion of technological innovations and the expansion of a new production paradigm associated to the establishment of the so-called knowledge society. In the field of knowledge generation, an important computing social impact is the ability to bring educational services to a high number of people at a relatively low cost, democratizing education. For Rosini (1997), the positive implications caused by the IT presence in organizations are: increased productivity, agility, new challenges, technological updating, increase of responsibilities and personal motivation. On the other hand, the negative aspects are: rising of unemployment, accumulation of functions, flattening wages, systematization of individuals and lack of training. Pondering the quirks above, information technologies gave birth to new ways of thinking, interpret and manage human knowledge, which nowadays is widespread all over the world via the World Wide Web. Specifically, the IT use establishes direct channels, along with the disseminating information process of interest to the society, the internet being an instrument of support to digital Government. 4

5 2.1. Digital government The digital government (e-gov. portal) is a governmental action introduced through IT use, responsible for responding to the citizens demands, requiring transparency in the measures adopted by the administrators. It also provides services and information which were previously available only on printing media. For the United Nations Organization (UN, 2005), the e-gov. portal is "the use of the Internet to provide Government information and services to citizens over the Web ". Indeed, advantages and benefits to civil society and public organizations result from mergers of operational, management and directive procedures, characteristics of those adopted by the e-government portal. In fact, the e-gov. portal is not only a service available on the internet; its tools through integrative actions, provide the organizations as well as the whole society, with improvement of processes, allowing the social control expansion and costs reduction. Under another perspective, the e-gov. portal can also be understood as: (...) one of the main forms of the State modernization and result of intensive and strategic use of information and communication technologies (ICT), in the internal affairs of the Government organs and public sectors relations with citizens and businesses, whether in public service provision, or in government procurement processes. (DINIZ, 2002, p. 5). Corroborating the didactics exercise, Fernandes and Afonso (2001) present the following functions to qualify the e-gov. portal: i) provision of information and services by electronic means; ii) Regulation of information networks, involving mainly governance, certification and taxation; iii) provision of information concerning public administration, in order to the society to monitor the budgetary and financial management; and iv) provision to the population of educational and cultural collections, related to distance learning and digital literacy. The different approaches share the same notion of the e-gov. portal, as its use by Governments, of information technologies in the provision of information services to civil society, set by the integration and provision of information to society, through internet and digital inclusion. Therefore, the e-gov. portal not only uses the World Wide Web; it also extends to several telephony models, digital television, and other application types (Figure 1). Figure 1 Service channels Telephone Telephone Physical installations Interactive TV Services Operations Source: O Brien adaptation (2004) Prioritizing the use of e-gov. portal is one of the changes the society comes through. Through the technology evolution it has been required from the organizations attitudes to universalize the access to digital media, providing services and information to the entire population. Additionally, the Brazilian Government laid the foundations of a digital society by creating an Inter-ministerial Working Group (ITWG), in order to review and propose policies, guidelines and standards related to the new electronic forms of interaction. The 5

6 Group s actions were formalized in the Civil House Resolution Nr. 23, May 12, 2000 (BRAZIL, 2000). Then, the creation of a Digital Government Executive Committee became inevitable, which aimed to formulate policies, establish guidelines, as well as coordinating and articulating actions of the e-gov. portal implementation Services characteristics The traditional quality features existing between services and information may not be appropriate when applied to services based on the IT use. Anyway, the differences are not accented. Santos (2003, p. 233) conceptualizes services and information quality offered on the internet as "the assessment and general opinion of the consumer on the excellence and quality of e-service offered on the virtual market". Furthermore, Zeithaml (2002, p. 135) means by e-service (digital service) quality "the extension of a Website bringing, efficiently and effectively, the choice from purchase to delivery", reinforcing in this definition that service includes pre and post electronic site aspects on the web. From his part, despite the deep changes that technology promotes in the way organizations interact with their users, the desire for service quality didn't change (BITNER, 2001). In this framework the Chart 3 presents a list of criteria definitions that users consider important, when seeking services and information in the digital media. Chart 3 Criteria considered important by the user s perspective CONCEPT DEFINITION Usage The site is easy to use. Adequate structures for site s global vision and navigation are available Useful and updated information. Concise non repetitive information. Information not easily found in Content library collections. Absence of the followings aspects: superficial and repetitive information; content without information, publicity, boring texts. The site presents a direct and understandable organization scheme. The texts are divided in Structure adequate sections. Large blocks of text are minimized. Pages provide links that integrate relevant Links information showing other site pages or other sites. Those links provide access to related topics allowing discovery of occasional information. Research tools are available on the page and site. Research They present useful list of pages and sites, with a minimum research time. The site is visually attractive on screen. Pages have few graphics and they are adequate to the page Looks context. Graphics are not essential to the site use. If the site graphic characteristics are off, the site remains completely functional. Pages show pleasant images, without dark areas. Source: ABELS et al. (1999 apud SANTOS, 2003, p. 237) In the Administration the e-gov. portal is getting more visibility on the costs control, the accounts balance, the removal of bureaucratic processes and the citizen interaction channel expansion. It is necessary to emphasize that for Tapscott (1997), the e-government is a Government interconnection over the Web. He connects the new technology to the old 6

7 internal systems and these ones, in return, connect the Government information infrastructures to anything and everyone digital taxpayers, suppliers, commercial customers, voters in addition to all the other society institutions schools, mass media, hospitals, various levels of Government and Nations across the world."networked, the Government can overcome barriers of time and distance, offering better services, at lower costs". (TAPSCOTT, 1997, p. 77). The adoption of digital management procedures by public segments represents direct advantages to the organizations involved, specifically regarding the ease and agility in the distribution of its services. According to O'Brien (2004), so that the services and information provided through the IT use in e-government programs or just on websites, are considered of quality, the attributes highlighted on Figure 2 must be present. Check it yourself: Figure 2 Attributes present on high-quality information electronic sites Content Precision Relevancy Integrity Conciseness Amplitude Time Readiness Acceptance Frequency Period Form Clarity Detailed Order Presentation Media Source: O BRIEN adaptation (2004). Another feature of the e-gov. portal is its application as a management tool, following the models of a fiscal control. As Fernandes and Afonso mentioned (2001, p. 22), "the fundamental aspect of the e-government concerns the fiscal transparency. The internet usage in the public sector creates extraordinary possibilities to extend the fiscal management control by the population, facilitating the exercise of what is termed as accountabiliy, i.e. the obligation to present expenses to the citizens". The use of the e-gov. portal effectively contributes to the improvement of the used resources management, as continuous electronic channels are launched giving information on the administration to citizens. The Brazilian State, even faraway from budget or cultural obstacles, has undertaken progressive efforts to adapt its actions to the modern information technologies. Furthermore, the internal policy of electronic government follows a set of guidelines, which act together with the citizen, improving its own internal management and integration with partners and suppliers. According to the dissemination of the Brazilian e-gov. portal program, it is intended, by this instrument use, to transform government relations with citizens, companies, and also the organs of the Government itself, in order to improve services quality, promote interaction with businesses and industries and strengthen the citizen participation through access to information. 3. Metodological approach The adopted methodology, from its objectives point of view, is a descriptive research that aims to identify and relate the factors that determine or contribute to the occurrence of the phenomenon, deepening the knowledge of reality and justifying the reasons for existence. The method is the deductive one, having as data source the documentary forms. Additionally, are used as an instrument of reference, bibliographical research in 7

8 databases, covering national and international authors who have contributed to the theme, namely: Fugini, Maggiolini and Pagamici (2005), Gonçalves (1994), Fountain (2001), Coelho (2001), Rosini (1997), Fernandes e Afonso (2001), Santos (2003), Zeithaml (2002), Bitner (2001), Tapscott (1997), Liikanen (2003), among other information technologies researchers. 4. Results and discussions By this research, we realized that in many cases, the ICT, mainly via internet, has a differential meaning due to the increasing availability of "websites", providing citizens and companies access to information and, also, a certain degree of interaction, whether at home or at work. The organizations problems, obviously, have not yet been solved. Information and communication technologies are gradually seeking support where one can achieve efficiency by simplifying and integrating services offered to citizens and companies. Regarding the challenges that the e-gov. portal still faces, when using ICT, Liikanen (2003) shows that the digital Government aims to provide public services to make them accessible and relevant to each citizen or company, by offering equal rights and participation opportunities for all, realizing its inclusion. By the way, by digital exclusion we mean the use impossibility of the services offered through electronic channels resulting by the difficulty of technologies access, either for social, physical or economic reasons. As you can see, fighting the digital exclusion is a process that cannot be "turned off" from the e-government programs. In some countries, it is required that the e-government systems deployment policies go together with those that contribute to the digital inclusion promotion (FUGINI; MAGGIOLINI; PAGAMICI, 2005). However, it is worth mentioning that actions to promote digital inclusion must ensure citizens' access to ICT, empowering and providing them physical and human resources. Regarding the services offered by the e-gov. portal, in the European Union countries, the one that detains the largest use amount is the taxes collection service with 90%, followed by the income statements, then by the social burden, by companies taxes and customs declarations. Then followed by the registration services - automobile registration, new companies registration, among others. Finally, the provision of services is in the third place (FUGINI; MAGGIOLINI; PAGAMICI, 2005). As per Fountain (2001), another challenge to implement GE reaching a development and access stage, implies radical transformations on work processes, because it requires activities automation and procedures streamlining. The Government biggest challenge is not to develop sites with transactions, but the reorganization and restructuring where these transactions are inserted Digital government: a citizenship promoter instrument Citizenship is in fact a continuous doing and redoing exercise: it becomes more visible as it approaches the State to citizens. This proximity is a key element in the relationship between Government and society, facilitating access to its services or information. In Brazil, concreting the search narrowing the Government-citizen relationship, the e-gov. portal became part of the State policy agenda since the year 2000, when the ITWG was launched, through studies, identifying which governmental information and services should be available to society (BRAZIL, 2000). Bibliographical sources surveyed show that e-government attitudes, by the IT use, provide what is called the "digital democracy" and the "information universalization" for the 8

9 formation of knowledge. It is important to note that access to information is a nontransferable and inalienable right, and by logical consequence, the access to information technologies must be understood as a fundamental right, guaranteed in the Federal Constitution of In this scenario, the Government must give priority to public policies aiming to the digital inclusion of excluded groups, respecting the equality of gender, the accessibility of people with disabilities, elderly, of different race and ethnicity, as stipulated into the article 5 of the Carta Magna official regulation. The digital inclusion (DI) represents equal opportunities in the era of the information society in its various channels (Figure 3). It is increasingly linked to citizenship and social inclusion. Figure 3 Channels where DI occurs Digital Inclusion Channels Homes Jobs Business Digital Inclusion (DI) School Government Source: ORTOLANI adaptation (2005) Regarding the private sector, many companies have acted, creating programs for the donation of computers and also providing human resources for training, maintenance and management of digital inclusion programs as a knowledge dissemination mean. Meanwhile, it is important to emphasize that, regardless the social actions of companies, it is the State duty to guarantee the constitutional right to information and freedom of expression. 5. Final considerations It can be said that the present study made possible to show that the Information and Communication Technologies are permeating the value chain in each of its points, transforming the way activities are executed and the nature of connections. It is also affecting the competitive scope and reframing the way products and services meet the society needs. Thus, it is suggested that organizations annually elaborate a satisfaction survey with their users, seeking improvements through collective discussion and adapting themselves to new requirements. For the organizations administrators updated and preparation courses must be provided, so that their employees are always able to work with the technological resources, responding to the society concerns. Finally, the Government should also urgently create more programs encouraging the access to the technological resources, aiming the digital inclusion, such as courses, financing of computers and quality free internet, apart from the deployment of public points, allowing wireless network connection. Referências ALMEIDA NETO, H. Resenha da obra CASTELLS, M. A Sociedade em Rede - a era da 9

10 informação: economia, sociedade e cultura. São Paulo: Paz e Terra, p. BITNER, M. J. Service and technology: opportunities and paradoxes. Managing Service Quality, v. 11, n. 6, nov./dez., p , BRASIL. Portaria da Casa Civil nº 23, de 12 de maio de Disponível em: < 12-de-maio-de-2000/view>. Acesso em: 01 abr COELHO, E. M. Governo Eletrônico e seus impactos na estrutura e na força de trabalho das organizações públicas. Revista do Serviço Público, v. 52, n. 2, abr./jun., p , DINIZ, E. Governo Digital na América Latina. Relatório Final de Pesquisa. v. 22, set., 170p., FOUNTAIN, Jane E. Building the virtual state: information technology and institutional change. New York: The Brookings Institution, FUGINI, M. G.; MAGGIOLINI, P.; PAGAMICI, B. Por que é difícil fazer o verdadeiro Governo Eletrônico? Revista Produção, v. 15, n. 3, set./dez., p , GONÇALVES, José Ernesto Lima. O impacto das novas tecnologias nas empresas prestadoras de serviços. Revista de Administração de Empresas, v. 33, n. 1, p , jan./fev LIIKANEN, E. E-Government and the European Union. Translated by Clovis Avarenga. Rivista online UPGrade, v. 4, n. 2, abr., O BRIEN, J. A. Sistema de Informação e as decisões gerenciais na era da Internet. São Paulo: Saraiva, ORGANIZAÇÃO DAS NAÇÕES UNIDAS ONU. Abordagens e Metodologias Ascendentes para o Desenvolvimento de Fundamentos e Princípios de Administração Pública: o exemplo da análise organizacional baseada em critérios. Documento apresentado ao Comitê de Especialistas em Administração Pública. 4. Sessão. Nova Iorque, abr., ORTOLANI, L. F. B. A qualidade de serviços na internet: instrumentos para a gestão da qualidade de serviços de governo eletrônico. Florianópolis f. Tese (Doutorado) Universidade Federal de Santa Catarina, Programa de Pós-Graduação em Engenharia de Produção, ROSINI, A. M. O Impacto na mudança comportamental do indivíduo na área administrativa Dissertação (Mestrado em Administração) Pontífica Universidade Católica de São Paulo, São Paulo REINHARD, N. Evolução das ênfases gerenciais e de pesquisa na área de tecnologia de informática e de telecomunicações aplicada nas empresas. RAUSP Revista de Administração, São Paulo, v. 31, n. 4, out./dez., p. 5-6, SANTOS, J. E-service quality: a model of virtual service quality dimensions. Managing 10

11 service quality, v. 13, n. 3, mai./jun., p , TAPSCOTT, D. A economia digital. São Paulo: Makron Books, ZEITHAML, V. A. Service excellence in eletronic channels. Managing Service Quality. v. 12, n. 3, mai./jun., p , ZIMATH, P. M. B. UNIVERSIDADE FEDERAL DE SANTA CATARINA Programa de Pós- Graduação em Engenharia de Produção. O e-gov como fator de promoção de exercício da cidadania no Brasil. Florianópolis f. Dissertação (Mestrado) Universidade Federal de Santa Catarina, Programa de Pós-Graduação em Engenharia de Produção,