Possibilidades do design thinking para a implementação de serviços públicos inovadores: uma pesquisa-ação em gestão pública na Procuradoria-Geral da Fazenda Nacional
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2017-06-20
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Santos, Luiz Alberto dos
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The present action research aimed to identify the possibilities of design thinking to enable innovative public services, by analyzing the results obtained in an action carried out in the professional practice of the researcher, within a project directed to reformulate the services provided to the taxpayer by the Attorney General's Office of the National Treasury of Brazil (PGFN). The action was planned and executed in the stages of understanding, observation, ideation, point of view and prototyping suggested by the Double Diamond in design thinking, resulting in a diagnosis of the problem situation and in the prototypes of the ideas formulated for solution. The research’s conclusions about the possible contributions of design thinking to iplement innovation in the public service were: i) formulation of a diagnosis of the problem situation from the point of view of the taxpayer, not the administration, and from that diagnosis solutions consistent with the user needs; ii) increase the degree of empathy and collaboration in teamwork; iii) interdisciplinarity in the treatment of public problems; iv) learning provided by the action and the research; v) networking and partnership building; vi) development of the process of awareness raising and awareness; vii) suitability of action-research method in the organizational area and in design thinking research