Information technology as an enabler for innovation in government-to-citizen processes

Abstract

The scope of this paper is to analyze the extent to which Information Technology can be used as an enabler in the transformation of productive processes associated with the activities of government organs, with an emphasis on the use of Internet technology, in government-to-citizen processes in the Brazilian context. For this purpose, the process of issuing and renewing driver's licenses coordinated by the Department of Transport of the State of Rio de Janeiro in Brazil is presented so as to show how redesigning the former production process with the assistance of Information Technology brought about improvements for the citizen.