Evaluating public services has become an important task in order to direct actions that may positively affect with the quality of the service provided by governments. To undertake an effective evaluation, it is necessary to analyze data and information on the impact of the services. A wide range of studies have been proposed to measure how an organization delivers its services according to the expectations of the stakeholders. This paper investigates approaches for evaluating public services from the perspective of users. The goal is to identify and describe evaluation-based models, as well as the instruments and tools employed in the service evaluation process. A systematic literature review was conducted to search and analyze studies published in the last 15 years. From the analysis of 31 studies, we identified four main dimensions regarding service evaluation: quality, success and acceptance of information systems, user satisfaction, and user experience. This work contributes to the identification of models, dimensions, instruments, and tools to evaluate public services from the perspective of users. The results of this work can be used as a guide to the Public Administration in the construction of effective models to evaluate their public services and to guarantee quality standards that meet the expectations of the users.

Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic research of indicators to assess the effectiveness of digital public services in the perspective of the user. First, a literature review was carried out to identify the most common indicators employed to evaluate effectiveness in the public sector; then, the perception of academics and professionals regarding digital government was assessed to analyze the relevance of these indicators. As a result, two groups of indicators were found: technical factors based on service quality and usefulness of the service. This work contributes to enrich the discussion on how to create an effective model to evaluate the effectiveness of public services to guarantee quality standards and comply with the expectations of users.

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Este artigo utiliza técnicas de aprendizado de máquina para prever o tempo de espera dos serviços públicos. O tempo de espera analisado neste trabalho se refere ao período (em dias) da duração desde a solicitação do serviço até a efetiva entrega ao usuário solicitante. Este trabalho foi desenvolvido em cooperação com o Governo Brasileiro, que realizou uma entrevista exploratória com gestores de 289 serviços federais. Em seguida, foi realizada uma mineração de dados para identificar um conjunto de variáveis que permitissem prever com alta efetividade o tempo de espera de um serviço a partir de seus aspectos gerenciais. Dois modelos são apresentados neste artigo: um modelo preditivo para serviços oferecidos a pessoas físicas, com acurácia de 77% e outro para pessoas jurídicas com acurácia de 70%.

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