Avaliando o sucesso de sistemas de informação: uma investigação do módulo Mesa Virtual da UFRN

Abstract

Information Systems (IS) play a central role in organizations, particularly in the public sector. In 2015, the Federal Government made the use of computerized systems for electronic administrative processes mandatory through Decree No. 8539. Driven by this legal requirement, the Federal University of Rio Grande do Norte (UFRN) developed and implemented the Virtual Desk, a module of the Integrated System of Assets, Administration, and Contracts (SIPAC), adopted by over 70 public organizations. The literature underscores the importance of evaluating an IS to ensure efficiency, satisfaction, and effective use, especially for users in implementing institutions. In this research, using the widely recognized DeLone and McLean success model, the aim is to understand users' perceptions of the success of the Virtual Desk in managing electronic processes at UFRN. In addition to the model's traditional dimensions (information quality, system quality, service quality, use, user satisfaction, and net benefits), the study incorporates the gender variable to identify differences in perceptions between men and women. The quantitative research was conducted through an online questionnaire with 185 UFRN employees. Data were analyzed through statistical analyses, correlations, and thematic analysis. The results indicate an overall positive perception, with specific nuances in different aspects. Correlations showed predominantly significant relationships, except between Information Quality and Use, and Service Quality and Use. Possibly, other factors are influencing these relationships. The gender variable did not show statistical significance in the model, demonstrating that, in the sample in question, men and women do not differ in perceptions of the constructs. Regarding open-ended responses, thematic analysis identified a predominance of negative opinions from users regarding the usability and functionalities of the IS. However, predominantly positive aspects related to performance stand out, reflecting general satisfaction with the system. Among the improvement suggestions presented by users, there are notes on interface, stability, speed, training, and system support. The theoretical contribution of the work lies in the evaluation of IS success in public service using the model proposed by DeLone and McLean (2003), an approach that differs from the predominance of studies conducted in the private sector. The results have practical value by allowing managers to allocate resources and make efficient decisions based on end-users' system experiences. Additionally, it contributes to the development of solutions and improvements in processes, positively impacting organizational success and growth.