Coprodução de serviços públicos digitais : inovando com o cidadão

Abstract

In the current context, coproduction has its role and it shows a collaborative tendency for public and private associations. In addition, citizens have been changing their profile from being just a passive consumer of government products and services, to a more active role. Thus, the economic gains by adopting the use of Information and Communication Technologies (ICTs), as an instrument for the provision of services, information and providing channels for the participation of the population, allowing the construction of innovative and differentiated models of public management, which marks the so-called electronic or digital government. In the context of Mato Grosso, the existence of formalized models and methods for the co-production of digital public services between the government and the citizen was not identified. In this sense, the objective of this research is to propose a model for the co-production of digital public services, with a view to bringing the development of public service solutions closer to the needs of the citizen and the government, inspired by the experiences of the Mato Grosso Company of Information Technology ( MTI). To this end, a proposal for a model for the Coproduction of Digital Public Services was conceived in order to support the government to co-produce digital public services together with the citizen, composed of six phases. From a methodological point of view, bibliographic and documentary research was used as a method of data collection, having as theoretical framework: concepts of electronic government, co-production of digital public services and human-computer interaction. The model was verified in a focus group with different specialists, improvements were proposed and, finally, it was considered fit for use, with a view to promoting the co-production of digital public services in the government allowing to innovate in the government's relationship with the citizen.