Evaluación del valor de la tecnología de información (TI) en el sector público: un estudio entre Argentina y Brasil en el servicio de justicia federal

María Isabel Arias

doi:10.52292/j.eca.2021.2712

Autores/as

María Isabel Arias Departamento de Ciencias de la Administración, Universidad Nacional del Sur (DCA, UNS) https://orcid.org/0000-0002-5024-4519

DOI:

https://doi.org/10.52292/j.eca.2021.2712

Palabras clave:

tecnología de la información , sector público , servicio de justicia

Resumen

Con base en la teoría del ajuste de la tecnología a la tarea y la teoría de valor público, el presente trabajo aporta un modelo para evaluar el valor de la Tecnología de la Información (TI) en el sector público, desde la perspectiva de los usuarios internos. El modelo fue probado analizando la percepción de un grupo de empleados del servicio de justicia federal de Argentina y Brasil. Se optó por un enfoque de métodos mixtos, con dos etapas sucesivas de investigación (cualitativa y cuantitativa) y fuentes de evidencias primarias (entrevistas, observación, informantes clave, card sorting y encuestas). El estudio cualitativo permitió obtener el cuestionario a aplicar en la etapa cuantitativa de la investigación. Las cuatro proposiciones del modelo se reescribieron en términos de hipótesis y fueron confirmadas estadísticamente, usando modelado de ecuaciones estructurales con mínimos cuadrados parciales de regresión (PLS-SEM). La investigación contribuye a la academia al proponer un modelo para evaluar el valor de la TI en organizaciones públicas y en un área de aplicación específica, como el servicio de justicia. Se examinó la efectividad de dos Sistemas de Gestión de Expedientes Judiciales, mostrando así cómo se pueden evaluar implementaciones de TI en países en desarrollo. El valor práctico de esta investigación se basa en aclarar cómo la TI impacta en el desempeño de los empleados públicos y la calidad del servicio público.

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