SISTEMA WEB DE AVALIAÇÃO DE SATISFAÇÃO EM SERVICE DESK EDUCACIONAL COMO SUPORTE AO ODS9

Abstract

This article presents the development, implementation, and analysis of a web-based satisfaction evaluation system geared towards the context of an educational service desk. The research aimed to provide a tool capable of collecting, storing, and analyzing feedback from users of Information Technology support services, contributing to the continuous improvement of services and institutional processes. The methodology adopted was characterized as a case study with a quantitative-qualitative approach, based on the principles of Information Technology governance, the best practices of the ITIL and ITSM frameworks, and aligned with Sustainable Development Goal 9 (SDG 9), which promotes innovation, resilient infrastructure, and digital transformation. The system was developed using Flask, SQLite, HTML, CSS, and Chart.js technologies, enabling the structured recording of evaluations and the generation of administrative dashboards for monitoring indicators. Thirty responses were collected between April and May 2026, of which 27 were considered valid after data processing, resulting in an average satisfaction score of 9.7 on a scale of 0 to 10 and a resolution rate of 96.3%. The results demonstrated high operational effectiveness, reliability in information management, and potential for application in educational institutions seeking to improve their technical support processes.