Banca de DEFESA: Andrea Juliet Celis Leon

Uma banca de DEFESA de DOUTORADO foi cadastrada pelo programa.
DISCENTE : Andrea Juliet Celis Leon
DATA : 29/02/2024
HORA: 10:00
LOCAL: PPGA
TÍTULO:

THE CO-PRODUCTION OF DIGITAL PUBLIC SERVICES FOR THE SOLUTION OF CONSUMPTION CONFLICTS IN BRAZIL AND COLOMBIA: an analysis regarding the intensity of co-production based on accessibility, evaluation and incentives perceived by the citizen

PALAVRAS-CHAVES:

Coproduction, incentives, public services, digital platforms, conflict resolution.

PÁGINAS: 130
RESUMO:

The government must take on social challenges and establish a co-production process in which the politically organized community deliberates on its needs and actively participates in problems of public interest, in a manner articulated with local governments, and the entities and institutions involved.

The participation of citizens in co-production has been conceived as voluntary and necessary, as it is a key factor in the provision of public services and innovation.

Due to the failures and conflicts that arise in the provision of services, strategies are designed to recover these services in a way that does not affect the reputation of the company, nor its economic performance and one of the strategies recently used in the recovery of the service, after that a failure occurs, it is co-production.

On the other hand, the government as a platform makes available tools that support co-production, which include: service design, service delivery and execution, and monitoring service. Through the use of technologies such as government electronic platforms, co-production is encouraged and strengthened, since these digital platforms act as common goods and are considered digital spaces in which citizens and public agents interact and collaborate.

Therefore, it was established as a general objective; Analyze the co-production of digital public services to resolve consumer conflicts in Brazil and Colombia with respect to the intensity of co-production based on accessibility, evaluation and incentives perceived by the citizen and as specific, 1) Identify from the perspective of the Brazilian citizen and Colombian, government incentives, more efficient nudge strategies that motivate them to co-produce on platforms for the quality of public services; 2) Compare the operation of the Brazilian and Colombian digital platforms, in relation to the co-production of the public service for alternative solutions to consumer conflicts, following the user manual; 3) Verify the determining factors from the perspective of governments, in the co-production of public services on the platforms of Brazil and Colombia; 4) Verify the relationship between the determining factors that motivate citizens to co-produce and the intensity with which they participate in the platforms; 5) List government strategies for the promotion and citizen participation for co-production of public services based on the platforms investigated in Brazil and Colombia. The construction of objectives included two phases in which 1) interviews were developed for government agents applying content analysis and 2) questionnaires for platform users using QCA (Qualitative Comparative Analysis) analysis.

MEMBROS DA BANCA:
Externa à Instituição - MARIA ELENA LEÓN OLAVE - UFS
Externo à Instituição - CLEBERSON ELLER LOOSE - UNIR
Interno - 2288460 - CARLOS ROSANO PENA
Presidente - 1228109 - JOSIVANIA SILVA FARIAS
Interna - 1582222 - SIEGRID GUILLAUMON DECHANDT