Avaliação da qualidade do banco de discursos da câmara dos deputados

Abstract

The research had the objective to evaluate the quality of the Banco deDiscursos (Records Bank) of the Brazilian Chamber of Deputies, available on the Portal of the Chamber of Deputies on the web. The Department of Record, Revision, and Writing (DETAQ) is the unit responsible for feeding information into the Banco de Discursos, which contains speaches and debates that occurred in the Chamber since 1999, and houses around 760.000 speeches. Access to the service was in 12th place in 2011, which translates to an average 1,8 million visits during the year. It is a widely used research tool and shouldoffer quality service. In the Information Science, quality is defined as essential and applies to information services. Three quality scales, ServQual, e-TailQ, and WebQual, measure: tangibility, credibility, reliability, receptivity, guarantee, and empathy; site design, ability to obtain what is being looked for, quality of the product or service offered, privacy, security, and user service; usability, quality of information and interaction of the service with the user. Those factors determine quality, trustworthiness, and users satisfaction in terms of obtainingwhat they are looking for in a website. The questionnaire utilized in thisresearch contains items from the three scales that apply to research done in websites. The research was both qualitative and quantitative as the data was tabulated quantitatively and answers underwent qualitative treatment. It was developed among the members of the three sections. 284 questionnaires were distributed, out of which 46 (15%) were filled out and returned. The questionnaire evaluated four dimensions of quality: Usability/Ease of Use; User Interaction; Quality of the Information Offered, and Privacy/Security. Most of the participants found that it is not easy to locate the Banco de Discursos on the Chamber of Deputies website. Additionally, there are no clear instructions on how to find an announcement made in a Chamber plenary, or the record noteson Commission meetings. Participants also had difficulty in learning how to use the Banco. For most respondents, the tool is not visually attractive and the research fields do not adequately correspond to what the user looks for. In regards to the quality of information, most participants found that the Banco offers information that is up to date, accurate, trustworthy, and complete and is a good source of information. Most participants agreed that the Banco provides a great variety of products that interests them and is a tool that is frequently updated.