Apresentação de denúncias sobre acessibilidade de serviços de governo eletrônico por pessoas com deficiência: uma análise à luz da Teoria do Comportamento Planejado

Abstract

Electronic government is related to the use of Information and Communication Technologies (ICTs) by the Public Administration in order to provide government services to citizens, businesses and other government agencies with greater efficiency and quality. However, for government portals to reach their full potential, it is imperative that they be accessible to all citizens equally. In this way, there is a need for instruments to promote ICT access and availability to citizens. However, even with the existence of accessibility standards such as the Brazilian e-MAG (eGovernment Accessibility Model), the international standard WCAG (Web Content Accessibility Guidelines), and federal laws that determine the accessibility of government portals, many have often neglected these parameters, imposing barriers to their users on access to services. In this sense, this work sought to understand the factors that influence the behavioral intent of people with disabilities in relation to the presentation of complaints in the control and control over accessibility barriers in government portals, based on the Theory of Planned Behavior (TCP). In order to carry out this investigation, the author carried out a triangulation of methods, through interviews with people with disabilities and with prosecutors of the Public Ministry of Minas Gerais and application of questionnaires to people with disabilities. The interviews were conducted with three people with visual impairment and two people with physical disabilities, who were sel ected from the area of academic training or professional performance. Also interviewed were three prosecutor selected for acting in the Defense of the Rights of Persons with Disabilities. After transcription of the interviews, content analysis was performed with the help of Nvivo 12 plus software. The questions of the questionnaire were elaborated based on TCP and the results obtained in the interviews, containing 36 questions of multiple choice using Likert scale. The questionnaires were applied electronically to people with different types of disabilities from different states in Brazil. The survey had 134 valid answers. The author performed descriptive analysis and analysis of structural equations using Smart PLS software. The results showed that attitudes, subjective norms and perceived behavioral control positively influence the intention of reporting behavior, and the variable that gained the greatest weight over the intention was the perceived behavioral control. Perceived behavioral control, in turn, is related to the skills and other resources required to perform behavior, such as knowing how to describe the accessibility problem, knowing the relevant accessibility laws, knowing how and where to report. Thus, through the analysis of the structural equations model, it can be observed that TCP constructs explain around 36% of the intention to denounce accessibility problems in government websites. The results also showed that the majority of people with disabilities believe that it is important to report problems and barriers to accessibility, yet less than half of respondents believe in the effectiveness of complaints of accessibility problems. Lastly, most respondents stated that they intend to report accessibility issues on government websites as soon as they find one. The study presents important results to show the importance of increasing the awareness of people with disabilities about their rights in the use of digital systems, and the use of means of monitoring and reporting complaints, as well as the need for effective feedback on actions taken by the government agencies from the denunciations.