A Informatização de Processos em Instituições Públicas: o caso da Universidade Federal de Viçosa

Abstract

The great volume of information processed and disseminated by technological change results in the need for computerization of processes in both private and public organizations. In public institutions of higher education, bureaucratic barriers are being broken and Information Systems (IS) have been deployed to facilitate and streamline internal processes. This research reports the experience related to the adoption of eletronic tickets for students to use in the university restaurants (RU’s) at Universidade Federal de Vicosa (UFV). The objective was to analyze the implementation process of this system, considering the decision making, the dimensions of the SI, the performance of the new system, the role of the IS department, the perspectives of decision makers and users. The research followed a qualitative and descriptive approach, with the primary data collection conducted through interviews with strategic agents and through questionnaires given to system users. The conclusion was that the SI implementation aimed for transparency, control, cost reduction and also reduction in the number of people involved in the existing service. It was found that for effective implementation of the new system modifications in the culture of the institution were necessary, as well as the training and technical support to the main operators, which demonstrates the importance of the human dimension.