Diagnosis of Brazilian Subnational Government Service Portals

Abstract

Digital Transformation (DT) has been imperative for governments that want to become more efficient and deliver better services to citizens [1]. Recommendations and guidelines on transformative trends in digital government and the new role of governments have been launched by global organizations [2] such as the United Nations (UN). Digital Transformation (DT) in the public sector is essential in providing public services, reducing bureaucracy, and public management efficiency. When observing this process, different realities are evidenced at the federal, state, and local levels, especially in countries of continental dimensions and apparent socioeconomic differences, such as Brazil. This research aimed to diagnose the availability and characteristics of the Service Portals offered by Brazilian Subnational Governments. Based on a survey of 20 of the 27 Brazilian subnational governments, we have shown disparities between public portals, ranging from a surface structuring of a single portal to discrepancies between the characteristics and services available. We also present the main complaints, suggestions, and challenges for the Brazilian Subnational Government Service Portals' evolution. Such results can enable public managers to make a more assertive decision to improve the State Public Service Portals.