Contribuições do Sistema Eletrônico de Informações (SEI) para a Gestão do Conhecimento: um estudo de caso na Universidade Federal de Pelotas

Abstract

Knowledge is one of the most valuable contemporary resources for organizations. In the public context, it aims, among other things, to efficiently meet the needs of a society that is increasingly aware of its rights and demanding in terms of public services provision. Therefore, it is crucial for the public administration to invest in knowledge management. In this sense, the literature points out elements that can help in this task. These are the facilitators of knowledge management, one of which is technology. This dissertation seeks to analyze the level of contribution of the Electronic Information System (SEI), as a technological facilitator, to Knowledge Management (KM) within the scope of the Federal University of Pelotas (UFPel). To this end, a mixed-method research of the explanatory sequential type was carried out, consisting of a quantitative phase followed by a qualitative phase, with the aim of complementing the analyses and supporting the elaboration of a recommendation plan. In the quantitative phase, data were collected through an online questionnaire, which was sent to 1.823 UFPel employees, via institutional email. The data from the 338 responses obtained were analyzed using the descriptive statistics technique, through Microsoft® Excel 2019 software. In the qualitative phase, data were collected through semi-structured interviews with three employees of the SEI Management and Monitoring Committee (CGA/SEI) and analyzed using the content analysis technique, using MAXQDA 24 software. The research results showed that SEI has contributed to KM at UFPel at an average level (3,29). The implementation of SEI at UFPel was not, by itself, sufficient to raise knowledge management at the institution to the desired levels (4 and 5). This result corroborates the role of technology as a support for KM rather than a solution in itself. This points to the need not only to improve the SEI but also to invest in other facilitators aimed at the success of KM. Therefore, as an intervention proposal, it is recommended that the CGA/SEI carry out actions aimed at people, processes and technology (SEI). Regarding people, it is suggested that actions be carried out aimed at learning about the SEI and its resources, as well as actions to work on resistance to the system. In terms of processes, actions related to the decision-making process and the internal organization of the units are suggested. Finally, concerning technology, it is suggested that some tools be improved, as well as the creation of a technical support chat within the SEI.