Perspetiva do utilizador sobre a transformação digital nos serviços

: o caso da Loja do Cidadão

Abstract

Digital transformation is a highly relevant topic that encompasses the whole process of integrating new technologies into the business, operational and even social realms. In a world that is increasingly connected, intelligent and where innovation prevails, new opportunities are being discovered and increasingly holistic business models are being adopted, where people get involved because of the experiences provided. Individuals are therefore faced with the need to develop different skills and adapt to an exponential transformation, dominated by technology, and centered on humans. This is true of services, both public and private, where more and more advanced technologies are being used to optimize processes and resources and provide customers with more effective and innovative services. This case study aims to answer the research question "How is the adoption of the Loja do Cidadão's digital services perceived by users and what impact does it have on their experience?" to understand the main challenges and obstacles that citizens have when using digital public services and, above all, to assess their satisfaction, based on different aspects. The focus of this research was the “Loja do Cidadão” by applying a methodological approach based on semi-structured interviews with its users. The instrument used to collect the data made it possible to observe the individuals and to explore the information obtained, with the adaptability factor during the interviews. This dissertation concluded that, although new technologies are having a positive impact on citizens' lives while increasingly satisfying their needs, there are a number of barriers that must be mitigated in order to improve the effectiveness of the Loja do Cidadão's digital public services.

Date of Award	15 Jul 2024
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Jorge Julião (Supervisor)