Proposta de um framework de gestão do conhecimento aplicada ao desenvolvimento de softwares para a administração pública

Abstract

Knowledge management (KM) is a widely researched topic in various areas of science, fields of activity, professions, and organizations in the public and private sectors. Over time, this topic has been strategically implemented from various perspectives as a management method for disseminating business information. Internally, through the training of employees at various levels, or externally, through marketing and sales campaigns. Managing knowledge strategically in an organization that promotes improvements in the systems of other organizations, more than increasing productivity and business viability, helps to consolidate its image and brand in the market. In addition, it favors strategy and strengthens the organizational culture, involving all stakeholders in the company. The objective of this dissertation is to propose a knowledge management framework applied to the development of software for public administration. This research studied the development processes of systems in the budgetary, tax, accounting, human resources, and payroll areas. In this work, in a first stage, a literature review was carried out to systematize the state of the art on the subject and organize the concepts, techniques, and tools used in KM. In a second step, the main areas of knowledge concentration in the software development process were identified, classifying them according to type and importance, depending on the knowledge produced. References for the production and dissemination of this knowledge were also sought in the literature. Finally, a model was proposed to structure the implementation processes of KM applied to the development and support of software for public administration. Based on the results of this research, companies that develop systems can use the application of KM in their processes as a standard, identifying the different evolutionary stages of KM in which they find themselves and, therefore, being able to improve their positioning in the market. As a result of this research, the proposed knowledge management model was applied, contributing to software development organizations for public management in optimizing resources and decision-making by the manager for this area.