Citizens rate digital services in Brazil

Brazil’s federal government will allow citizens to assess the quality of digital service provision and set minimum standards for services provided online, it was announced this week.

According to a resolution issued by the Ministry of Economy on Tuesday (25), the evaluation of user satisfaction aims to guarantee users the right to participate in the evaluation of public services through “adequate data collection instruments , simple, reliable and anonymized”.

In addition, the evaluation aims to provide technical information to support the design, monitoring and continuous improvement of public services from the users’ perspective. It should also inform the prioritization of digital improvement and prioritization efforts, while promoting transparency, as user ratings will be publicly available on a monthly basis in a ranking format.

Digital public services will be assessed in terms of satisfaction and perceived quality based on their experience with the service, according to the government. This will be indicated by the user on a five-point scale, with dimensions to be assessed including clarity of information provided, ease of use, quality of communication channels provided, availability of service, and cost or l effort expended to obtain the online service.

Such assessments will not be a mandatory step in service delivery, the resolution notes. The plan is to make assessments available after the last stage of service delivery is completed, or near the end of the intermediate stages of the standard service process.

Government bodies will be required to maintain data interoperability between their services and the user satisfaction assessment tool. In addition, they must ensure that the data is not used improperly or contrary to the public interest.

Since the digitization of public services in Brazil gained momentum in 2019, approximately 3,400 citizen services are provided online: this corresponds to 72% of all services provided by the federal government. The goal is for all services to be fully digital by 2022. According to a study published in 2021, the government estimates that more than 60% of the country’s connected population – around 84 million people – use digital citizen services, which have experienced a sharp increase. increase in consumption since the COVID-19 pandemic.

From a financial perspective, the government reports that digital services have so far generated savings of 3.1 billion Brazilian reais ($580 million), of which 2.3 billion Brazilian reais ($430 million dollars) are savings related to the time and money saved by the population when accessing services, while the remainder represents government savings.

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