Adoção das tecnologias digitais na administração pública: um estudo no PROCON - PB

Abstract

This article aims to identify the impacts of adopting digital technologies on the actions developed by PROCON-PB. The research, exploratory and descriptive in nature, was conducted through semi-structured interviews with 17 employees from different sectors of the institution. The collected data was analyzed using a qualitative approach. The results indicate that the adoption of technology has brought benefits such as increased agility, efficiency, and security in managing information, as well as a reduction in paper usage costs. Systems such as Proconsumidor and PBDOC have optimized customer service and internal process organization. However, challenges such as the need for employee training and lack of integration between systems still lead to rework and limit the full efficiency of operations. It is concluded that, despite the challenges, the adoption of digital technologies has brought advancements to PROCON-PB, contributing to a more efficient, accessible, and transparent public administration.