On the 25th of May, the Administrative Council for Economic Defense (CADE) of Brazil launched the Service Assessment Platform for users to qualify the digital services provided by the municipality.
The initiative is a partnership between the General Coordination of Information Technology and the Digital Government Secretariat of the Ministry of Economy, and has the support of the General Procedural Coordination.
The purpose of the tool is to enable companies and people who file requests for Concentration Acts, Cessation Commitment Terms and Consultations to classify the quality of the service provided by the Brazilian antitrust authority.
From now on, users at the end of the Concentration Acts, Cessation Commitment Terms and Consultations processes will be able to assess the quality of service provision, observing the following criteria: clarity of the information presented; ease of use and navigation on the website or application; quality of communication and service channels; cost or effort to obtain the service; in addition to performance and availability, among others. Users must assign a grade, from 1 to 5, also indicating which parameter the grade refers to. The evaluation will be done through a link, sent by email at the end of the procedure.
The integration of the gov.br service satisfaction assessment, which took six months to implement, is agreed in the Digital Transformation Plan and is part of a broader program, as established in Decree nº 8936, of 2016. The initiative provides subsidies for the improvement of public services provided to the population.
The server of the General Coordination of Information Technology Ricardo Resende hopes that, with this integration, people and companies that use the Concentration, Consultation and Cessation Commitment Terms services will be able to give feedback on the quality of the service, in addition to being a way to identify possible improvements in the procedural flow or in the technological tools used.
The digital government strategy establishes that, by the end of 2022, about 50% of digital public services must be integrated into the platform and all digital public services must carry out the satisfaction assessment to reach a minimum quality standard.
The digital transformation in government aims, through technology, to offer quality public services, simple and accessible, anytime and anywhere, at a lower cost to the citizen.
The consolidated results of the satisfaction assessment must be published on an open page, available to the entire population. The average rating of the evaluations will be published on each service's page on the gov.br platform.
In addition to individual results, Ordinance 548, of January 24th, 2022, provides for the disclosure of a ranking, classifying services according to the scores achieved in the satisfaction assessment carried out by users. Subsequently, in a monitoring panel, the placements, the volume of requests for each service and the average time for service will be published.
Source: Gov.br
