Avaliação da satisfação dos usuários em serviços públicos: diagnóstico da adoção e usabilidade de pesquisas de satisfação

Abstract

The main objective of this study was to develop an instrument that would assist in the diagnosis and proposal of strategies to maximize the adoption and effectiveness of the satisfaction assessment tool for digital public services of the federal government, based on analyses that consider its evolution and the user's perception of the constructs of adoption and usability. Through a systematic review of the literature, the main approaches and tools used to assess the satisfaction of users of public services were analyzed. Next, a case study was conducted to analyze the evolution of the Gov.br assessment tool, from its creation to the present day. Finally, a Diagnostic Instrument for the Adoption and Usability of Satisfaction Surveys (IDAUPS) was developed and preliminarily applied to assess user perception of the tool. The results of the survey indicate that, although the satisfaction assessment is valued by users, there is room for improvement in terms of dissemination, usability, and customization of the tool. The analysis of the data collected allowed us to identify the main challenges and opportunities for optimizing the tool and increasing citizen participation in the assessment of public services. In short, this study demonstrates the importance of assessing user satisfaction for the continuous improvement of digital public services. By identifying the strengths and weaknesses of the Gov.br evaluation tool, this work contributes to the development of more effective strategies to engage citizens in the evaluation of services and to the construction of a more transparent and efficient government.