Conversations about public services

• Bruna Diirr UNIRIO
• Renata Mendes de Araujo UNIRIO
• Claudia Cappelli UNIRIO

DOI: https://doi.org/10.5753/sbsi.2011.14593

Abstract

Many discussions enforce the need to encourage involvement and participation of Society in public issues. It is argued that the use of conversations on public services encourages closer ties between Society and Government. This paper presents a tool to support discussion and sharing of information about the provision process of public service. It enables that the information obtained can be used to understand the discussion and for identification of improvements in services.

Keywords: Conversations, service, audiences

References

ADAMNS, D. (1979) “O guia do mochileiro das galáxias”, Sextante.

ÁGORA (2010) Projeto de pesquisa, http://www.uniriotec.br/~agora.

ALLEN, C. (2004) “Tracing the Evolution of Social Software”, http://www.lifewithalacrity.com/2004/10/tracing_the_evo.html

ARNSTEIN, S. (1969) “A ladder of citizen participation”, Journal of the American Institute of Planners, v. 35, n.4, p. 216-224.

BRASIL. (2008) “Carta de Serviços ao Cidadão”, http://www.governoeletronico.gov.br/anexos/apresentacao-carta-de-servicos-ao- cidadao

BRASIL (2010), http://www.brasil.gov.br

BRYANT, T. (2006) “Social Software in Academia”, Educase Quarterly, n. 6, pp. 61- 64.

BUSINESS DICTIONARY (2010), http://www.businessdictionary.com/definition/ process.html

CARVALHO, E. (2009) “Engenharia de processos de negócios e a Engenharia de requisitos: Análise e comparações de abordagens e métodos de elicitação de requisitos de sistema orientada por processos de negócio”, Dissertação de Mestrado – UFRJ/COPPE/Programa de Engenharia de Produção.

CGI.BR (2010) “TIC Governo Eletrônico”, http://www.cetic.br/tic/egov/2010/index.htm

DIIRR, B.; ARAUJO, R. CAPPELLI, C. (2009) “An approach for defining Digital Democracy support based on ICT”, In Proceedings of the 2009 13th International Conference on Computer Supported Cooperative Work in Design (CSCWD’09), pp. 203-208, Santiago.

DUTTA, S.; MIA, I. (2010) “The global information technology report 2009-2010 – ICT for sustainability”, In World Economic Forum.

ENGIEL, P.; ARAUJO, R. CAPPELLI, C. (2010) “Habilitando processos de prestação de serviços à participação e à Democracia”, In Proceedings of IADIS Ibero Americana wwwInternet2010 (IADIS’10), Algarve.

FEMERS, S.; WIEDEMANN, P. (1993) “Public participation in waste management decision making: Analysis and management of conflicts”, Journal of Hazardous Materials, v. 33, pp. 355-368.

GOMES, W. (2004) Transformações da política na era da comunicação de massa, Paulus.

GONÇALVES, J. (2010) “Story Mining: Elicitação de processos de negócio a partir de Group Storytelling e técnicas de mineração de texto”, Dissertação de Mestrado – UNIRIO/PPGI.

GONÇALVES, R.; PESSOA, M.; SPINOLA, M.; PRADO, J. (2005) “A importância de representar pessoas na modelagem de processos de negócio: Uma aplicação em reengenharia”, Encontro Nacional de Engenharia de Produção (ENEGEP).

HAGUE, B.N (1999) “Digital Democracy: Discourse and Decision Making in the Information Age”, Routledge, 1st edition.

HWANG, J.; MANANDHAR, S. (2009) “Cost-benefit analysis of OPEN system: A case study for Kathmandu Metropolitan City”, In Proceedings of the 4th International Conference on Computer Sciences and Convergence Information Technology (ICCIT’09), pp. 1425-1430, Seoul.

MAIA, R. (2001) “Democracia e a internet como esfera pública virtual: aproximando as condições do discurso e da deliberação”, Universidade de Brasília.

MACINTOSH, A. (2004) “Characterizing e-participation in policy-making”, In Proceedings of the 37th Hawaii International Conference on System Sciences (HICSS), Hawaii.

MANY EYES (2010). Percentual de brasileiros em relação às redes sociais, http://www- 958.ibm.com/me

MIAH, S.; GAMMACK, J.; GREENFIELD, G. “An infrastructure for implementing e- participation services in developing countries”, In: Proceedings of the 3rd IEEE International Conference on Digital Ecosystems and Technologies (DEST’09), pp. 407-411, Istambul, 2009.

MINISTERIO DA CULTURA (2009). Consulta pública para reforma da Lei Rouanet, http://blogs.cultura.gov.br/blogdarouanet/

MINISTÉRIO DA JUSTIÇA (2010). Consulta pública do Marco Civil da internet, http://culturadigital.br/marcocivil/

MINISTÉRIO DA SAÚDE (2010). Consulta pública do Sistema Único de Saúde, http://200.214.130.94/consultapublica/index.php

OATES, S. (2008) Introduction to media and politics, Sage Publications.

OECD. (2001) “Citizens as partners”, Handbook on information, consultation and public participation in policy-making.

OLIVEIRA, A. C.; ARAUJO, R.; BORGES, M (2007). “Telling Stories about System Use: Capturing Collective Tacit Knowledge for System Maintenance”, International Conference on Software Engineering and Knowledge Engineering (SEKE), pp. 337- 342.

PORTAL DA PREFEITURA DO RIO (2010), http://www.rio.rj.gov.br.

REUVER, M.; STEIN, S.; HAMPE, F.; BOUWMAN, H. (2010) “Towards a service platform and business model for mobile participation”, In Proceedings of the 9th International Conference on Mobile Business (ICMB’10), pp. 305-311, Atenas.

SHIRKY, C. (2008) “Here comes everybody: The power of organizing without organization”, The Penguin Press.

SILVA, S.P. (2005) “Graus de participação democrática no uso da Internet pelos governos das capitais brasileiras”, Opinião Pública, vol. XI, no 2, pp. 450-468.

TAVARES, R.; PIMENTEL, M.; ARAUJO, R.; CAPPELLI, C. (2010) “Percepção de Tendências em Discussões Democráticas”, In Proceedings of the 7th Simpósio Brasileiro de Sistemas Colaborativos (SBSC’10), p. 79-86, Belo Horizonte.

VAN DIJK, J.; HACKER, K. (2003) “The digital divide as a complex and dynamic phenomenon”. The Information Society, v. 19, no 4, pp. 315-326.

W3C. (2009) “Melhorando o acesso ao governo com o melhor uso da web”, http://www.w3c.br/divulgacao/pdf/gov-web.pdf