Qualidade dos serviços de tecnologia da informação: um estudo no Núcleo de Tecnologia da Informação da UFES

Abstract

This work aims to analyze the main problems of the Center for Information Technology (NTI, in Portuguese) of the Federal University of Espirito Santo (UFES), through the assessment of the quality of the services offered by this department, by using the importance-performance matrix and the Servperf method. This is an applied research, with quantitative and qualitative aspects. The data analyzed was obtained through a survey with 465 users, as well as documents from the University which describe the basic features of NTI. This research was accomplished using an online survey, developed using the Servperf scale and the importance-performance matrix, in a preliminary test conducted with 10 users, including professors and administrative staff from UFES. Institutional information was found in the catalogue of services of NTI, available on the websites of this department and of the University on the internet. All the aspects of quality of the services provided by this Center indicate the need to improve the services offered. The main problems found were: the lack of effort for providing services to the user; delay when meeting demands or trouble for understanding user demands; slow or non-existing access to the wireless network (wi-fi) which is not available in all departments; lack of infrastructure (outdated computers and printers, lack of computers, inappropriate rooms); e-mail services which do not meet the user demands; lack of human resources; office hours of NTI, which do not meet user demands; inefficient disclosure of the services available. The main goals, recommended for the Center to solve its main problems are: solve the problems of the System of Information for Education (SIE), improve the infrastructure of computers and printers, improve the infrastructure of networks, finish the implementation of the wireless network in all campuses, optimize user assistance, solve the troubles related to understanding the user demands and improve the disclosure of available services.