Análise da eficácia na gestão da informação electrónica na melhoria da qualidade de serviços públicos no Instituto Nacional de Transportes Terrestres delegação da Cidade de Maputo: uma reflexão a partir da página web 2016-2020

Abstract

The present work has as its theme, Analysis of the Effectiveness in the Management of Electronic Information in the Improvement of the Quality of Public Services at the National Institute of Land Transport Delegation of the City of Maputo: a reflection from the Web Page (2016-2020). This research is a basic, descriptive, monographic and qualitative research Based on studies carried out by MISA in 2018 and subsequently in 2020, from reports in Jornal O País and Cartamz, they demonstrate that the INATTER web page, has outdated information, has a random management process, not responding to citizens' requests, not satisfying their needs, despite the electronicization of services, delays in service and long queues were observed, thus giving rise to the following starting question, “How does the effective management of electronic information through the website contributes to improving the quality of services provided between 2016 and 2020?” makes the provision of information more flexible and easier, thus reducing the waiting time for services that can be carried out remotely”. For the research work, a hypothetical-deductive approach method was used, and a monographic procedure, making use of indirect research techniques (documentary, bibliographical) and direct research through field research, with the aim of understanding the process implementation of electronic information management via the Web page, its relationship with the improvement of the quality of services, as well as the results achieved and their constraints. The combination of Business Process Reengineering (BPR) and Total Quality Theory (TQM) was used to interpret the results obtained. Having realized on the ground that the management of information through the webpage contributes to improving the quality of services, bringing them closer to citizens, reducing floods and bureaucratic processes.