Digital platforms for public service user satisfaction survey: an analysis of its possible challenges

Plataformas digitais para pesquisa de satisfação dos usuários de serviços públicos: uma análise dos seus possíveis desafios

Abstract

Through the deductive method and the technique of bibliographic research, the article intend to discuss on the possible challenges that can be encountered by public managers when institutionalizing digital applications to survey the satisfaction of users of public services. Initially, the research goes through the importance of public services for the realization of fundamental rights and for the consecration of a minimally dignified life in favor of citizens. Subsequently, it analyzes the potential influence of users on public policies through the evaluation of public services through the digital satisfaction survey, whose use is on the verge of being regulated by the federal Executive Power, as well as the possibility of improving state services from of the results of these surveys. Finally, it faces some obstacles in the use of digital platforms to capture the level of satisfaction of citizen-users that can compromise its intention and that demand parallel measures by governments, highlighting, among them, the situation of invisible citizens; citizens who do not have access to the internet; of those who, despite having access, do not have the minimum intellectual conditions to understand the data and information made available for evaluation purposes; and the political-ideological use of the tool.