A transformação digital da comunicação na administração pública: uma análise da viabilidade do uso de um chatbot na Secretaria de Recursos Humanos da Universidade Federal de Campina Grande.

Abstract

The transformations resulting from technological societies have ended up influencing the public service, with the improvement of techniques aimed at improving service, since the traditional communication channels for users have flaws that can interrupt or hinder access to information, as well as making it difficult to apply the principle of efficiency. In this context, digital mechanisms and platforms are emerging that can help create new relationships between the public administration and society, by automating customer service. With this in mind, the aim of this study was to analyse the feasibility of implementing a chatbot at the Human Resources Department (SRH) of the Federal University of Campina Grande, based on the modernization of communication. To this end, this study was carried out using a descriptive approach, with a qualitative-quantitative approach, using semi-structured interviews and questionnaires focused on SRH managers and users of this sector. In the end, using the data collected, a chatbot prototype was presented with the help of design thinking, aimed at assertive, aligned and transparent communication, in which users can get targeted responses to their main demands related to the Human Resources Department, with a positive impact on expanding service.