Carvalho, Anne Emília CostaPordeus, Ana Cecília Barbosa2021-09-202021-09-202021-09-10PORDEUS, Ana Cecília Barbosa. Tecnologias no serviço público: a possibilidade de melhoria na gestão de filas da UFERSA Angicos. 2021. 73f. Monografia (Graduação em Administração Pública) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, São Gonçalo do Amarante, RN, 2021.https://repositorio.ufrn.br/handle/123456789/36715This study aims to analyze whether the use of technologies can help queue management in our object of study: the advanced campus of Angicos/RN of the UFERSA autarchy. This research can be divided into three parts. The first one, concerns a documental analysis through bibliographic and documental research on the use of technologies in queue management in the Brazilian public administration; the second, the mapping of processes through a documentary research of campus operations which generate queues; the third and final one aims to carry out a comparative analysis through bibliographic and documentary research to propose strategies with the objective of solving the queues. Again, the results are divided into three: first, virtual appointments, “filômetros” (neologism for queue meter), Google My Business, the Fila Digital app and specific solutions for university restaurants and shuttle buses were identified; secondly, with the processes mapped, it was possible to identify the bottlenecks in the processes of that organization; lastly, queue management strategies are suggested through the simplification of processes, which involves automation, identification of peak moments and virtual pre-services, on the other hand, it also offers the possibility of optimizing the time of wait through citizen training.Attribution-NonCommercial-NoDerivs 3.0 Brazilhttp://creativecommons.org/licenses/by-nc-nd/3.0/br/TecnologiaGerenciamento de filasEficiênciaUniversidade Federal Rural do Semi-Árido (UFERSA)AngicosRio Grande do NorteTechnologyQueue managementEfficiencyFederal Rural University of the Semi-Arid (UFERSA)AngicosRio Grande do NortebachelorThesis