CASE STUDY ON A WEB-BASED TECHNICAL SUPPORT SYSTEM FOCUSED ON MANAGING THE ENTRY AND EXIT OF EQUIPMENT FOR MAINTENANCE

Abstract

This article aimed to investigate the implementation of a web-based technical support system focused on managing the entry and exit of equipment for maintenance in a municipal department in São Luís-MA. The research was developed through a case study with a qualitative approach, using direct on-site observation and open interviews conducted with the technical support staff and receptionists involved in the process. The results show that the acceptance of the web-based solution contributed to better control of equipment sent for maintenance, as well as good organization of the service flow. Improvements were also identified related to the gradual adaptation of users to the new system, in addition to the standardization of information and integration between processes within the sector itself. Furthermore, user participation during development helped in making appropriate adjustments to meet the needs of the observed sector. Therefore, it is concluded that the use of a web-based solution related to the principles of usability and user-centered design contributed to better organization and management of equipment.