Toward a Human-Centered and Ecosystemic Evaluation Framework for Public Sector Digital Planning

Glauco Vitor Pedrosa; Luciana Freitas

doi:10.4067/s0718-27242025000300031

Authors

Glauco Vitor Pedrosa Universidade de Brasília https://orcid.org/0000-0001-5573-6830
Luciana Freitas University of Brasilia

DOI:

https://doi.org/10.4067/s0718-27242025000300031

Keywords:

human-centered design, digital government, public value, human-computer interaction, IT planning evaluation

Abstract

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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Author Biographies

Glauco Vitor Pedrosa, Universidade de Brasília

Glauco Vitor Pedrosa is an Associate Professor at the University of Brasília (UnB), working in the Software Engineering program and the Graduate Program in Applied Computing. He earned his B.Sc. (2009) and M.Sc. (2011) in Computer Science from the Federal University of Uberlândia (UFU), and his Ph.D. (2015) in Computer Science and Computational Mathematics from the University of São Paulo (USP), which included a research internship at the National Institutes of Health (NIH, USA) in 2014. His research interests include Artificial Intelligence, Computer Vision, Data Science, and Digital Government. Since 2018, he has been engaged in applied research projects aimed at advancing digital transformation in Brazil’s public sector.

Luciana Freitas, University of Brasilia

Luciana Maria de Araujo Freitas holds a Bachelor's degree in Computer Science from the Federal University of Campina Grande (2000), with postgraduate specializations in Computer Networks (2000) and Network Security (2007). She currently serves as an IT analyst at the Federal Prosecution Service (Ministério Público da União – MPU), where she works as an Advisor for IT Management and Governance. Her research interests include digital government, IT governance, and public sector digital transformation.

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