Toward a Human-Centered and Ecosystemic Evaluation Framework for Public Sector Digital Planning
Keywords:
human-centered design, digital government, public value, human-computer interaction, IT planning evaluationAbstract
Digital transformation in the public sector requires not only technological advances but also approaches that prioritize citizen experience and the generation of public value across multiple levels. This article proposes an evaluation model for digital planning in government agencies, grounded in a human-centered and ecosystemic perspective. Based on the integration of Human-Computer Interaction (HCI) principles, public value theory, and participatory design approaches, we developed a maturity index composed of six dimensions: usability, accessibility, user experience (UX), co-creation, transparency, and adherence to public guidelines. Each dimension is operationalized through a checklist of indicators applicable to Information Technology Master Plans (PDTIs). The model was applied to PDTIs from Brazilian federal ministries, enabling the identification of gaps and best practices related to user centrality and digital public value creation. The results highlight the importance of incorporating HCI approaches from the early stages of IT planning as a strategy to strengthen digital citizenship, inclusion, and institutional legitimacy. This study contributes methodologically to the evaluation of digital public policies and opens avenues for future research focused on measuring user experience in the governmental context.
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