Tecnologia da informação e burocracia em um banco público: Um estudo de caso

Abstract

The objective of this study is to investigate the impacts resulting from the implementation of information systems to support business processes from the perspective of bureaucracy in a public bank. This theoretical and empirical analysis primarily aimed delineate the characteristics of the constructs information systems, business processes and bureaucracy, and then, still based on the literature, to infer relationships between these concepts. Next it was designed a theoretical model to be tested as a pilot scheme with an experimental sample of employees of the studied organization. Therefore, interviews were conducted with use of semi-structured research instruments. The answers were subjected to content analysis and based on the results, we found no overall adherence of the perception of respondents to the model outlined previously. Regarding the studied organization, it is suggested that should increase the efforts of alignment between business processes and information systems, considering in particular that the strategy seeks to the reduction of bad bureaucracy.