Critical Factors in the Implementation of Innovation: A Case Study of a Brazilian Public Organization

Abstract

Given the complexity of implementing innovative ICT solutions in the public sector, there is a need for research on the factors inherent to this process, particularly within the legislative branch. To address these challenges, this research aims to analyze the process of implementing the Electronic Information System (SEI) as an innovation in a Brazilian public organization. Grounded in theories like Roger's Diffusion of Innovation, Technology–Organization–Environment (TOE) framework, and technology acceptance models, the study employs a case study methodology. Data were collected through semistructured interviews, documentary research, and participant observation, and analyzed using qualitative content analysis and data triangulation. The implementation process was influenced by facilitating and hindering factors related to the environmental level (external pressure, political and governmental issues, Covid-19 pandemic, interorganizational relationships, and system updates); the organizational level (training and education, user support infrastructure, human resources, technological resources, organizational culture, process management, leadership roles, image, and voluntariness); and innovation characteristics (relative advantage, perceived usefulness, perceived ease of use, demonstrability of results, compatibility, triability, and visibility). The study expands theoretical models with new categories, fills a research gap in the legislative sector, provides practical strategies for effective SEI implementation, and highlights key facilitators and barriers, benefiting public sector managers and enhancing the effectiveness of innovation implementation.