Transformação digital no setor público: resistência do usuário ao sistema de contratações federais
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O uso de tecnologia tem promovido uma revolução nas organizações públicas, exigindo uma mudança de mentalidade sobre a prestação de serviços. Apesar dos benefícios da transformação digital, a resistência dos usuários aos sistemas de informação tem sido um desafio constante. Este artigo investiga as fontes de resistência do usuário e como elas podem dificultar a implementação de sistemas de informação no contexto da transformação digital em organizações públicas. A presente pesquisa é exploratória, uma vez que examina as fontes de resistência sob as dimensões teóricas "fatores pessoais", "design do sistema" e "interação". Os resultados mostram que mesmo sistemas avaliados como inteligentes, intuitivos e interativos podem enfrentar resistência. Os motivos para isso decorrem de fatores internos – de natureza pessoal –, com influência menor de fatores externos, como o design do sistema. Este artigo contribui teoricamente para os campos de transformação digital e da resistência do usuário, aprofundando sua aplicação no setor público. Empiricamente, as contribuições ajudam a identificar as principais fontes de resistência ao sistema de informação, oferecendo suporte a gestores e tomadores de decisão no processo de sua implementação.
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