Mudança estratégica e interações colaborativas: um estudo de caso sobre aimplementação do uber

Abstract

Strategic changes require overcoming obstacles inherent in the implementation process. Such challenges are even greater when they involve governments or the provision of public services, due to the plurality of actors and interests involved, bureaucracy and scarce resources. In this context, where the strategies of action exceed the organizational limits, the formal and mainly informal collaborative interactions assume a representative role in the promotion of the desired changes. This study deals with concepts of strategic change, public administration and collaborative interactions to investigate a change related to urban mobility, that is, the implementation of the Uber passenger transportation service in one Brazilian city. The objective was to analyze how the formal and informal collaborative interactions influenced the implementation of the Uber service in a capital of state named VitóriaES. It is a case study of a qualitative, descriptive and exploratory nature. Data were collected through interviews and documents, which were analyzed through the technique of narrative analysis and documentary analysis. Results demonstrate that collaborative interactions permeated the entire process of construction and implementation of change in the context of urban mobility. The predominance of informal interactions such as telephone contacts, negotiations, exchange of messages through smartphone conversation applications, among others, was predominant. This type of interaction was predominant among Uber drivers and taxi drivers. Formal interactions were restricted to meetings, court proceedings, and regulation, and were adopted predominantly by public administration agents and the trade union involved. It was also observed that the implemented change influenced the behavior of taxi drivers and Uber drivers groups, as well as the improvement of the individual passenger transportation service as a whole, as it encouraged the improvement of quality and safety of the Uber driver's service and also taxi drivers, as well as contributing significantly to the improvement of prices. Finally, the study identified aspects that allow us to understand the reasons that ensured greater success in the implementation of the Uber service in Vitória, compared to experiences in other regions of the country.