Informação, conhecimento e serviço público: Um estudo de caso exploratório com contributos para a gestão da informação e do conhecimento na Câmara Municipal de Viseu

Abstract

The so-called “Information and Knowledge Society” posed new challenges to organisations, as well as a continuing need for change and innovation. Its ability to create, store, disseminate and use knowledge proves to be crucial, along with the integration of individuals and information technologies in this process. We see that both Information and Knowledge are pivotal resources of competitive organisations. Knowledge Management thus emerges in this context. It was initially studied and applied from an entrepreneurial point of view. However, it is being gradually integrated in the projects of public institutions with a growing interest on administrative modernisation and client satisfaction. The current study aims to identify the premises of Knowledge Management; analyse the impact of administrative modernisation practices and the usage of Information and Communication Technologies in the Town Hall of Viseu; and to present proposals that integrate and improve existing tools which will be the starting point for a new approach to Information & Knowledge Management; the creation of a corporative portal integrating several identified collaboration tools; the formation of a mission unit to manage current filing and the elaboration of a partial classification plan in terms of macro-structure that establishes classes, sub-classes and documentation series of the “Licensing” class. These tools enable a direct access to Information and an indirect access to Knowledge. Therefore, this dissertation can hopefully be both an added value for the Town Hall of Viseu and a valid contribution to understand Knowledge Management in Portuguese public organisations. I can also represent the starting point for future researches, since there is a lack of studies in this area in Portugal, as it can be seen through the bibliographical search carried out for this dissertation.