Avaliação da eficácia da estratégia de implementação da política de informática na melhoria dos serviços de identificação civil: o caso dos serviços provinciais de identificação civil do Distrito Municipal KaMavota

Abstract

The present research has as its theme Evaluation of the effectiveness of the implementation strategy of the Informatics Policy in the improvement of civil identification services: the case of the Provincial Civil Identification Services of the Ka Mavota Municipal District, 2017-2019. The study was based on the observation of the persistence of problems related to the quality of Civil Identification services provided to citizens in the Provincial Civil Identification Services of the Ka Mavota Municipal District. The problem led to the formulation of the following starting question: how does the IT policy implementation strategy effectively contribute to improving the quality of civil identification services in the provincial civil identification services of the Ka Mavota Municipal District in the period of 2017-2019? To explain the research results, the following supporting theories were used: total quality theory and Business Processes reengineering theory. The study used the hypothetical deductive or approach method, the monographic as the procedure, semi-structuralist interviews, life experience, non-participatory observation, as a data collection technique. The implementation of IT policy in Spic Kamavota involves the adoption of databases to store citizens' civil identification information, the implementation of biometric verification systems to guarantee the authenticity of identification documents, among other measures. The results achieved were: from 1999 to the present year, the BI has undergone three major computerized modifications, the BI with barcodes and the BI with a chip computerized, biometric with barcode and biometric with chip The introduction of the computerized ticket came to print another dynamic in the work of the brigades that had already been carried out in the manual BI, the mobile brigades had been doing since the days of the handwritten ticket, however, already in the computerized ticket, the objective, in addition to bringing the service closer to the residential premises of the users served to reduce the floods at the points of issue of the identity card