Gestão de processos e transformação digital no serviço público: desafios e oportunidades para a eficiência administrativa

Abstract

Digital transformation has been promoting significant changes in the way public organizations structure, execute, and control their administrative processes. In this context, process management represents an important tool for the modernization of Public Administration, making it possible to identify bottlenecks, reduce rework, standardize procedures, and increase efficiency in the delivery of public services. This article aims to analyze the relationship between process management and digital transformation in the public sector, highlighting the main benefits, challenges, and opportunities arising from the digitalization of administrative processes. This is a qualitative, exploratory, and descriptive study developed through bibliographic and documentary research. The results demonstrate that digital transformation, when associated with process mapping, standardization, and continuous improvement, can contribute to greater agility, transparency, cost-effectiveness, and quality in public services. However, its effectiveness depends on factors such as staff training, change management, system integration, information security, and process review prior to digitalization. It is concluded that digital transformation should not be understood merely as the replacement of physical procedures with electronic tools, but rather as an opportunity to rethink and improve the way the State organizes and delivers its services to society.