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25 - INOVAÇÃO, ACESSO E EXPERIÊNCIA DISCENTE: OS SERVIÇOS ADMINISTRATIVOS DIGITAIS NA UNIVERSIDADE DE BRASÍLIA

Doi: 10.47094/978-65-284-0457-5/226-236

PALAVRAS CHAVE: Digitalização. Inclusão digital. Educação superior.

KEYWORDS: Digitalization. Digital inclusion. Higher education.

ABSTRACT:
This study analyzes the digital administrative services offered to undergraduate students at the Institute of Arts of the University of Brasília, focusing on users’ perceptions, access difficulties, and experiences with institutional digital platforms. The research adopted a qualitative and quantitative approach, combining a literature review on digital government and digital transformation in the public sector, analysis of institutional regulations, and the application of a questionnaire to 75 students. The results show that, although digital services are widely used, significant challenges remain regarding information clarity, institutional communication, system usability, and user guidance. The study also identified students’ reliance on informal channels to understand academic and administrative procedures. Based on the findings, recommendations were proposed to improve transparency, accessibility, and user experience, including enhancements in institutional communication, revision of the digital service charter, student training, and strengthening of support channels. The study contributes to discussions on digital transformation in public universities and presents methodological possibilities for application in other higher education institutions.

Autores

  • Cláudia Fernanda Silva Almeida

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