Resumo:
The rapid evolution of Information and Communication Technologies (ICTs) has profoundly transformed the way public and private organizations provide services, interact with their audiences and carry out their daily activities. In the context of the Brazilian public service, these transformations not only revolutionized the way citizens are served, but also brought to light unique challenges and opportunities. This dissertation aims to deepen the understanding of the contributions of ICTs in serving Workers at the Regional Labor Superintendence in Bahia (SRTBA), exploring the appropriation of ICTs in this specific context. The research carried out is classified, in terms of purposes, as descriptive, and in terms of means, as bibliographic, documentary and field. The approach is qualitative, using content analysis and the SERVPERF Scale to analyze the data obtained, respectively, from the interviews and questionnaires applied. After discussing the strategies for appropriating ICTs by the SRTBA, from the perspective of the employees involved in the process, from the perspective of the users served by digital services and analyzing existing service processes, we discovered that the appropriation of ICTs in the SRTBA is not just a technological measure, but a strategy to promote efficiency in management, meet user demands and strengthen trust in public administration. It is worth highlighting that by investigating the limits and possibilities of technological mediation in worker care, this work is part of a critical debate on the modernization of the public service and its alignment with the principles of the Managerial State.
