THE USE OF THE VITÓRIA ONLINE APPLICATION DURING THE COVID-19 PANDEMIC: AN INSTRUMENT THAT FACILITATES OR GENERATES FRUSTRATION WITH CITIZENS?

Abstract

This article, through a qualitative research with semi-structured interviews with residents of the city of Vitória who use public health services and the mobile phone application "Vitória Online", discusses the impressions of citizens about the app's functionalities and the quality of the public service provided during the period of social isolation due to the Covid-19 pandemic. The application is an integral tool of the smart city project implemented in the municipality of Vitória, capital of Espírito Santo. In this work, we intend to understand how users of the Vitória Online application who use municipal health services have perceived the role of this tool during the Covid-19 pandemic period. This approach helps us to understand if the services provided by public management are being able to meet the needs and desires of the population of the municipality, as well as to indicate possibilities of paths for the implementation of public policies that are also capable of inserting the citizen during the stage of elaboration of the initiatives.