Information and Communication Technology (ICT) Governance Processes: A Case Study

Information and Communication Technology (ICT) Governance Processes: A Case Study

Information and Communication Technology (ICT) Governance is increasingly necessary and present in organizations aiming to improve the maturity of their ICT processes. This paper presents an analysis of the ICT Governance processes of a Brazilian Federal Public Administration agency. To assess the m...

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Bibliographic Details
Published in:Information (Basel) Vol. 11; no. 10; p. 462
Main Authors: Dias Canedo, Edna, Morais do Vale, Ana Paula, Patrão, Rafael Leite, Camargo de Souza, Leomar, Machado Gravina, Rogério, Eloy dos Reis, Vinicius, Lúcio Lopes Mendonça, Fábio, T. de Sousa, Rafael
Format: Journal Article
Language:English
Published: Basel MDPI AG 01-10-2020
Subjects:
Artifact identification
Boards of directors
Business process engineering
Business process management
Change management
Citizen participation
Communication
Competitive advantage
Compliance
Corporate governance
Data collection
Decision making
ICT Governance
ICT outsourcing
ICT processes
ICT processes improvement
Information technology
Modelling
normative instruction
Public administration
Public services
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Summary:Information and Communication Technology (ICT) Governance is increasingly necessary and present in organizations aiming to improve the maturity of their ICT processes. This paper presents an analysis of the ICT Governance processes of a Brazilian Federal Public Administration agency. To assess the maturity of the ICT Governance processes, we surveyed and diagnosed the processes performed by the agency and organized a series of meetings/discussions to assist in the improvement and modeling of the processes related to the ICT Contract Planning process. As a result, we proposed improvements and identified the maturity level of the existing ICT processes, also assessing the awareness of employees of the General Coordination of Information Technology regarding these processes. Our findings reveal that the agency still needs to implement the following processes: (1) ICT People Management; (2) Business Process Modeling (Automated/to Automate); (3) Change Management; (4) Execution Monitoring of the ICT Projects and Services Portfolio; and (5) ICT Service Continuity Management. We also identified several artifacts that need to be implemented by the agency in different processes and collected survey participants’ suggestions about new processes to improve the maturity in ICT Governance.
ISSN:2078-2489
2078-2489
DOI:10.3390/info11100462