Digital platforms contribution to improvement of service provision to citizens in Nampula

Abstract

This research has as its central subject the evaluation of digital platforms contribution to improvement of public sector service provision to citizens in the city and Province of Nampula, in Mozambique. In 2001, the Government of Mozambique launched the Public Sector Global Reform Strategy (EGRSP), which is the basic and fundamental document that outlines the guidelines for implementing all public sector policies, strategy and sector plans. Before launching the EGRSP in 2000, the Government approved the Informatics Policy, aimed to include Mozambique in the world of information and communication technologies, which has Internet as the highest exponent. In 2006, e-Gov program is approved, which in the following years it is materialized with the creation of specific sector platforms for service provision to citizens and companies, which is the subject of analysis of this study. Methodologically, the study is documentary, of qualitative nature; 8 interviewees participated in the study. It used content analysis technique for data analysis. The results show that the contribution of the implementation of digital platforms in the Public Sector allowed for greater speed, less bureaucracy, flexibility in the processes of document acquisition, in addition to collection of revenue for the State Treasury. However, despite the contributions found, it is understood that the electronic systems need interconnections with other public sector systems in order to allow speed and quality in service provision to citizens.