A gestão do conhecimento como solução para usuários de serviços públicos: o caso BHResolve

Abstract

The Knowledges management has manifested itself in the business and in various institutions not geared towards profit as a concrete alternative solution to the many challenges that emerge from modernity. This paper analyzes the status and use of Informations Technologies and Communication (chat and portal) of the Municipality of Belo Horizonte, in order to verify their effectiveness as strategic tools for the realization of Knowledges Management. Aside from literary research, we added more objective research through interviews and questionnaires. There were 5 interviews (with key actors in the web chat) and applied 41 questionnaires (the potential users), with a return of 37 respondents. During the analysis of the information obtained, several problems related to functionality, categorization, information content and processes that enable interactive communication, especially with the citizen, were identified. However, both the chat and the web portal of the Municipality were assessed as important instruments of information and communication between users and the institution. We conclude that these tools, better prepared, have great potential to become strategic instruments to absorb the knowledge of employees and citizens of the City users, thus ensuring efficiency, efficacy and effectiveness activities and services. Deploying some Knowledges Management that occurs from the speech of the citizen, well captured and crafted as important points for best solutions, approaches to public management of society, thus valuing a transparent and accountable partnership between users and city . We hope to help demystify the belief that The knowledges Management rests solely for private and not in public.