A influência das tecnologias da informação e comunicação em uma instituição federal de ensino

Abstract

This paper, the product of theoretical and practical research, aims to analyze how Information and Communication Technologies (ICT) influence communication processes in a public organization. First the research analyzes the evolution of Information and Communication Technologies as a factor of Innovation in the business context making a theoretical analysis of previous studies and published articles, as well as a comparative study of works on the theme and then evolves to the practical part that analyzes sectors of the Universidade Federal Fluminense. The sample had 100 employees and 100 students. This analysis aims to understand how communication failures can compromise service excellence and define strategies to prevent this from happening. A qualitative research was conducted using Case Study method. Data collection techniques were bibliographic review, direct and open observation, questionnaires for primary data collection and the application of structured interviews with people involved in this process within the UFF. The fieldwork was carried out in independent sectors of the University. At the end of the study, it was possible to infer the degree of importance given to Information and Communication Technologies in the educational institution and to propose simple solutions that can improve performance in service delivery. Additionally, there is a consensus among the authors that ICT alone does not generate the expected excellence. Based on the results, new possibilities for future research are suggested, such as the motivation of public institutions to create training systems and the extent to which the humanization of care influences the satisfaction of the public service user.