INNOVATION IN THE PUBLIC SECTOR: THE USE OF DIGITAL PUBLIC SERVICES IN THE MUNICIPAL MANAGEMENT OF DUQUE DE CAXIAS (RJ)

Abstract

 Innovation in the public sector has become an instrument for improving administrative efficiency and increasing public value. This article analyzes the role of digital public services in the modernization of municipal management in Duque de Caxias (RJ), examining their contributions, limitations and perspectives. The research is applied in nature, with a qualitative and exploratory-descriptive approach, and was developed through a bibliographic review, documentary analysis and an electronic questionnaire applied to 314 participants. The results reveal a predominantly favorable perception of the use of digital services, particularly regarding easier access to public services, reduced bureaucracy and faster service. The most frequently used services were other digital services provided by the municipality (43%), the Colab application (18.5%), the Taxpayer Portal (15%) and the electronic licensing or permit application system (10.2%). Within the group classified as “other digital services provided by the municipality”, the Electronic Information System (SEI), the Transparency Portal, the Electronic Service Invoice (NFS-e), among others, stand out. Despite the advances, challenges remain regarding accessibility, usability and expanded access. It is concluded that digital services contribute to administrative efficiency and public service delivery, but require inclusion and training strategies.