Melhoria contínua e transformação digital na Universidade Federal de Santa Maria: desafios de um processo sob a percepção de envolvidos

Abstract

The research proposes the improvement of an administrative-academic process ‘Subscriptions in the Socioeconomic Benefit (BSE)’ at the Federal University of Santa Maria (UFSM), through the precepts of lean thinking and digital transformation. The data collection procedure was developed in two stages: the first part, the quantitative one, applied a survey. The second part, the qualitative one, was carried out through interviews. For the survey research, a controlled sequence was applied with 52 closed questions subdivided into five blocks, and a five-point Likert-type scale was used, contemplating dimensions on Quality and Efficiency of the service and General reduction of costs (waste) elaborated from the Studies by Julião and Gaspar (2021) and Muiambo Muiambo, Joao and Navas. (2022), Infrastructure and Administrative Support taken from studies by Tetteh (2018) and Pastore, Manuti and Scardigno (2021). Data collection in the second stage involved the application of five interviews with those involved in the enrollment process in the Socioeconomic Benefit Program (BSE) of the Federal University of Santa Maria (UFSM). We opted for a semi-structured interview, consisting of 17 questions. This structure, before its application, was observed in the evaluation by specialists and in the pre-test. The data analysis procedure involved three stages: in the first part, the quantitative one, four analysis techniques were applied: descriptive analysis, exploratory factor analysis, t test and ANOVA with Post Hoc. In the second part, the qualitative one, the content analysis was performed. The results indicate, in the quantitative research, that the majority did not present difficulties in interacting with the BSE portal. However, it is possible to verify some differences in perception between groups that live or not in the student's house related to the promptness and clarity factor of the staff, those entering through the reservation of low-income quotas (in this case, specifically for the factor Optimization of the online process) and students who joined before or during a pandemic (in this case, for the facilities and face-to-face support factors). In the qualitative part, the results indicate, from the perspective of the preparations, that there was some resistance to using the platform after changing the process from partially online to fully online, through the BSE Portal, mainly due to the confidentiality of data and adaptability of the routine of work amid the pandemic scenario, mainly because this reason was the absence of an awareness and dissemination process and the absence of a period of tests and transition. Most of us feel difficulties in issues related to the need to integrate systems, solid actions of intra-institutional communication, and data protection. Therefore, in the technological product, there is a need for improvements to make the process more intuitive, develop an integrated application and consistent communication actions, such as a detailed tutorial on filling in data and submitting documents; ensure active participation in the “thinking” process of actors who manage actions dependent on BES; and promote archival alignment that ensures data protection. Thus, this product will be presented to the institution to analyze the feasibility of applying the proposed improvements, to develop activities that empower those involved in the process and minimize waste.