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Estudo sobre a satisfação das PME Líder e PME Excelência da região de Lisboa e vale do Tejo na sua relação com a segurança social direta
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Abstract(s)
A Era Digital refere-se à transição de uma sociedade centrada na informação analógica,
designada por Era da Informação, para uma baseada em informações digitais. Essa mudança
teve início com o advento dos computadores pessoais, a popularização da internet e, mais
recentemente, o desenvolvimento dos smartphones e das redes sociais.
Em Portugal, a relação entre as Pequenas e Médias Empresas (PME) e os serviços públicos
tem sido influenciada por esta evolução digital e o portal online da Segurança Social (SS) –
Segurança Social Direta (SSD) tornou-se numa peça fundamental neste contexto. As PME
desempenham um papel crucial na economia portuguesa e, compreender a sua satisfação
com o serviço online da SS pode contribuir para o desenvolvimento empresarial e melhorar o
serviço prestado pela SS. Um serviço intuitivo e confiável pode reduzir custos, aumentar a
competitividade e melhorar adaptação do portal com a inclusão de funcionalidades
específicas que melhor se adaptem ao cumprimento das obrigações das PME.
Esta dissertação de mestrado tem como objetivo aferir o grau de satisfação das PME Líder e
Excelência da Região de Lisboa e Vale do Tejo (RLVT), no que se refere aos serviços
disponibilizados por esta plataforma digital. O estudo investiga a transformação digital nos
serviços públicos e o seu impacto na satisfação das Pequenas e Médias Empresas (PME)
com foco na qualidade dos serviços públicos.
Através de uma abordagem mista, com recurso a aplicação de questionário e análise
documental, foram analisados os principais fatores que afetam a satisfação das PME em
relação à SSD, como a usabilidade e acessibilidade do portal, a navegação e sua estrutura,
os canais de comunicação e a eficiência do serviço. A análise documental permitiu-nos
conhecer os serviços que são disponibilizados às PME para a sua comunicação com a
Segurança Social e o cumprimento das suas obrigações.
O estudo conclui que o portal da SSD impacta positivamente na vida das empresas, contudo
identifica áreas de melhoria, especialmente na otimização dos canais de comunicação, como
por exemplo o Balcão e-Clic, na redução da necessidade de atendimento presencial, na
rapidez nas respostas, nas questões de integração entre sistemas (interoperabilidade) e
também a nível do suporte dado às empresas.
The Digital Age refers to the transition from a society centered on analogue information, known as the Information Age, to one based on digital information. This change began with the advent of personal computers, the popularization of the internet and, more recently, the development of smartphones and social networks. In Portugal, the relationship between Small and Medium-sized Enterprises (SMEs) and public services has been influenced by this digital evolution and the Social Security (SS) website – Direct Social Security (DSS) has become a key player in this context. SMEs play a crucial role in the Portuguese economy and understanding their satisfaction with the SS online service can contribute to business development and improve the service provided by SS. An intuitive and reliable service can reduce costs, increase competitiveness and improve the adaptation of the portal by including specific features that better adapt to the compliance of SMEs with their obligations. This master's dissertation aims to assess the level of satisfaction of SMEs Leader and Excellence in the Lisbon and Tagus Valley Region (RLVT), with regard to the services provided by this digital platform. The study investigates the digital transformation in public services and its impact on the satisfaction of Small and Medium-sized Enterprises (SMEs) with a focus on the quality of public services. Through a mixed approach, using a questionnaire and document analysis, the main factors that affect the satisfaction of SMEs in relation to SSD were analyzed, such as the usability and accessibility of the portal, navigation and its structure, communication channels and service efficiency. The document analysis allowed us to understand the services that are made available to SMEs for their communication with Social Security and compliance with their obligations. The study concludes that the SSD portal has a positive impact on the lives of companies, but identifies areas for improvement, especially in the optimization of communication channels, such as the e-Clic Counter, in reducing the need for face-to-face service, in the speed of responses, in issues of integration between systems (interoperability) and also in terms of the support given to companies.
The Digital Age refers to the transition from a society centered on analogue information, known as the Information Age, to one based on digital information. This change began with the advent of personal computers, the popularization of the internet and, more recently, the development of smartphones and social networks. In Portugal, the relationship between Small and Medium-sized Enterprises (SMEs) and public services has been influenced by this digital evolution and the Social Security (SS) website – Direct Social Security (DSS) has become a key player in this context. SMEs play a crucial role in the Portuguese economy and understanding their satisfaction with the SS online service can contribute to business development and improve the service provided by SS. An intuitive and reliable service can reduce costs, increase competitiveness and improve the adaptation of the portal by including specific features that better adapt to the compliance of SMEs with their obligations. This master's dissertation aims to assess the level of satisfaction of SMEs Leader and Excellence in the Lisbon and Tagus Valley Region (RLVT), with regard to the services provided by this digital platform. The study investigates the digital transformation in public services and its impact on the satisfaction of Small and Medium-sized Enterprises (SMEs) with a focus on the quality of public services. Through a mixed approach, using a questionnaire and document analysis, the main factors that affect the satisfaction of SMEs in relation to SSD were analyzed, such as the usability and accessibility of the portal, navigation and its structure, communication channels and service efficiency. The document analysis allowed us to understand the services that are made available to SMEs for their communication with Social Security and compliance with their obligations. The study concludes that the SSD portal has a positive impact on the lives of companies, but identifies areas for improvement, especially in the optimization of communication channels, such as the e-Clic Counter, in reducing the need for face-to-face service, in the speed of responses, in issues of integration between systems (interoperability) and also in terms of the support given to companies.
Description
Keywords
Qualidade Satisfação Pequenas e Médias Empresas Segurança Social Direta Quality Satisfaction Small and Medium Enterprises Direct Social Security