Análise do impacto do sistema de gestão documental na prestação de serviços públicos na Direcção do Registo Académico da Universidade Eduardo Mondlane: uma rteflexão a partir do serviço de emissão do certificado de habilitações literárias – (2020-2022)

Abstract

This research work is entitled “The Impact of the Document Management System on the Provision of Public Services in the Directorate of Academic Registration at Eduardo Mondlane University: A reflection based on the Service for issuing the Literary Qualifications Certificate – (2020-2022), This is a basic descriptive monographic and qualitative research. Uses the hypothetical-deductive method, such as the approach; the monographic as the technical procedure, and as a research technique, bibliographical research, documentary research and semi-structured interviews were used. The study was based on the theory of E-service and Total Quality Management.The argument is that the implementation of the document management system by the Academic Registration Department effectively contributed to the search for improving the quality of the Service for requesting and issuing certificates of educational qualifications. The main result was that the Document Management System brought significantly positive aspects to managers and employees in terms of improved communication and flexibility in carrying out tasks, which in turn influenced the response provided to students and users benefiting from those services. Therefore, it is concluded that there has been a technological and response advance in the process of requesting and issuing certificates of educational qualifications by the Directorate of Academic Registration of Eduardo Mondlane University, which currently constitute more flexible processes and characteristic of quality management if compared to the period prior to its implementation