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Authors: Edna Dias Canedo 1 ; Heloise Acco Tives 2 and Anderson Jefferson Cerqueira 3

Affiliations: 1 Department of Computer Science, University of Brasília (UnB), Brasília, Distrito Federal, Brazil ; 2 Department of Computer Science, Lutheran University Center of Palmas, Palmas, Tocantins, Brazil ; 3 Polícia Militar do Distrito Federal, Brasília, Distrito Federal, Brazil

Keyword(s): Public Services, Service Digitization, Digital Government, Digital Governance Strategy, Digital Transformation Kit.

Abstract: The Brazilian government, with the objective of promoting the transformation of its government services into digital services, has published relevant Decrees in recent years. This article aims to characterize public services, especially the Brazilian ones, in the context of digital transformation and proposes a model/process of digitization of public services focused on the needs of the citizen that can be used by any Government Agency that wishes to digitize its services, being adaptable and flexible, according to its needs. In addition, this paper presents the results of a survey in the scope of the Federal Public Administration to try to identify the expectation of the citizen and/or public servant with the Digitization of Public Services by the Brazilian Government.

CC BY-NC-ND 4.0

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Paper citation in several formats:
Canedo, E.; Tives, H. and Cerqueira, A. (2020). Citizen’s Perception of Public Services Digitization and Automation. In Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS; ISBN 978-989-758-423-7; ISSN 2184-4992, SciTePress, pages 754-761. DOI: 10.5220/0009409507540761

@conference{iceis20,
author={Edna Dias Canedo. and Heloise Acco Tives. and Anderson Jefferson Cerqueira.},
title={Citizen’s Perception of Public Services Digitization and Automation},
booktitle={Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS},
year={2020},
pages={754-761},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0009409507540761},
isbn={978-989-758-423-7},
issn={2184-4992},
}

TY - CONF

JO - Proceedings of the 22nd International Conference on Enterprise Information Systems - Volume 2: ICEIS
TI - Citizen’s Perception of Public Services Digitization and Automation
SN - 978-989-758-423-7
IS - 2184-4992
AU - Canedo, E.
AU - Tives, H.
AU - Cerqueira, A.
PY - 2020
SP - 754
EP - 761
DO - 10.5220/0009409507540761
PB - SciTePress

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