Citizen’s Perception of Public Services Digitization and Automation Edna Dias Canedo 1 a , Heloise Acco Tives 2 b and Anderson Jefferson Cerqueira 3 c 1 Department of Computer Science, University of Bras´ ılia (UnB), Bras´ ılia, Distrito Federal, Brazil 2 Department of Computer Science, Lutheran University Center of Palmas, Palmas, Tocantins, Brazil 3 Pol´ ıcia Militar do Distrito Federal, Bras´ ılia, Distrito Federal, Brazil Keywords: Public Services, Service Digitization, Digital Government, Digital Governance Strategy, Digital Transformation Kit. Abstract: The Brazilian government, with the objective of promoting the transformation of its government services into digital services, has published relevant Decrees in recent years. This article aims to characterize public services, especially the Brazilian ones, in the context of digital transformation and proposes a model/process of digitization of public services focused on the needs of the citizen that can be used by any Government Agency that wishes to digitize its services, being adaptable and flexible, according to its needs. In addition, this paper presents the results of a survey in the scope of the Federal Public Administration to try to identify the expectation of the citizen and/or public servant with the Digitization of Public Services by the Brazilian Government. 1 INTRODUCTION Digital transformation has emerged as a term that de- scribes the departure from digitization efforts to a full stack revision of the policies, processes and services in order to create simpler user experiences for citizens and front line workers. While previous waves of dig- itization focused on the transition from analog to dig- ital services to increase efficiency and effectiveness of government services, digital transformation aims to redesign and reengineer government services from the ground up to fulfill changing user needs. At the center of these efforts are users – both internal and external users – of digital services who are included in the digital transformation efforts. Across the globe governments and government agencies are implementing digital transformation projects and initiatives for a myriad of reasons, of which the satisfaction and experience of a changing citizen is one and cost savings another. These trans- formations happen on all levels: national, regional, local, supra-national. They also happen beyond gov- ernments as such, among others in public sector ser- vices such as public transport and national health a https://orcid.org/0000-0002-2159-339X b https://orcid.org/0000-0002-3963-310X c https://orcid.org/0000-0002-6973-3240 care, across various government agency areas and in regulated and semi-regulated or state-sponsored ser- vices, which differ per country. With the technolog- ical evolution and expansion of the Internet, more governments are adopting Information and Commu- nication Technology (ICT) to provide services (Fang, 2002), the term e-Government stands for electronic Government, and it has been expanding and evolving (Gr¨ onlund and Horan, 2005). In relation to Brazil, the Brazilian government has sought to encourage Brazilian agencies to transform their services into digital services (a public service where it occurs electronically) for access, monitor- ing and evaluation of citizens. Since 2016, important decrees have been published in this sense, defining a Digital Governance Policy (Moura, 2016) and the Digital Citizenship Platform (da Republica do Brasil, 2016) in the scope of the Federal Public Adminis- tration. The Digital Citizenship Platform (da Repub- lica do Brasil, 2016) aims to broaden and simplify the access of Brazilian citizens to digital public services, including through mobile devices. The Federal Government Service Portal should be a single integrated channel for the provision of infor- mation, electronic request and monitoring of public services, whose objective is, in addition to providing practicality and agility for citizens and entrepreneurs, for digital services to reduce the cost to government 754 Canedo, E., Tives, H. and Cerqueira, A. Citizen’s Perception of Public Services Digitization and Automation. DOI: 10.5220/0009409507540761 In Proceedings of the 22nd International Conference on Enterprise Information Systems (ICEIS 2020) - Volume 2, pages 754-761 ISBN: 978-989-758-423-7 Copyright c  2020 by SCITEPRESS – Science and Technology Publications, Lda. All rights reserved