{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,5]],"date-time":"2025-12-05T12:04:34Z","timestamp":1764936274236,"version":"3.46.0"},"reference-count":30,"publisher":"Sociedade Brasileira de Computa\u00e7\u00e3o - SBC","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"abstract":"Context: The digitalization of public services in Brazil has improved access and efficiency, but has also raised concerns about transparency, privacy, and data protection. Despite the regulatory framework established by the Brazilian General Data Protection Law (LGPD), many services still lack clear communication and support for citizens regarding how their data is handled. Objective: This study aims to evaluate the trustworthiness of digital public services in Brazil, from the perspective of an ordinary citizen, by analyzing the alignment between declared privacy practices and actual data handling behaviors, as well as the accessibility of support provided to citizens in exercising their data protection rights. Method: We developed and applied a structured evaluation checklist based on three dimensions: (i) Declared Information Quality (QID), (ii) Factual Precision (PF), and (iii) Accessibility Support (AS). Five widely used federal services were selected and analyzed through manual inspection of public documentation, service behavior, and availability of support channels. Each item was scored based on predefined criteria, and qualitative observations were recorded to complement the analysis. Results: The overall average score across all services was 44.76%, with the best performance in factual precision (77.14%) and the worst in privacy support (20.00%). Only one service\u2014\u201cConta Gov\u201d\u2014achieved a score above 50%. Transparency deficits were common, especially in the disclosure of sensitive data handling and the availability of dedicated support channels or Data Protection Officers (DPOs). Conclusion: The study reveals that while several services functionally comply with privacy expectations, most fail to communicate this effectively to users. The absence of accessible and explicit privacy declarations, combined with limited support mechanisms, undermines citizens\u2019 ability to exercise their rights and reduces trust in digital government services. Our findings highlight the need for standardized privacy documentation and specialized support channels, reinforcing the importance of transparency as a critical component of software quality in the public sector.<\/jats:p>","DOI":"10.5753\/sbqs.2025.14996","type":"proceedings-article","created":{"date-parts":[[2025,12,5]],"date-time":"2025-12-05T11:53:36Z","timestamp":1764935616000},"page":"400-410","source":"Crossref","is-referenced-by-count":0,"title":["A Structured Checklist Approach to Evaluating Transparency and Privacy in Brazilian Digital Services"],"prefix":"10.5753","author":[{"given":"Luciano Franceschi De","family":"Azevedo","sequence":"first","affiliation":[]},{"ORCID":"https:\/\/orcid.org\/0000-0002-2159-339X","authenticated-orcid":false,"given":"Edna Dias","family":"Canedo","sequence":"additional","affiliation":[]}],"member":"3742","published-online":{"date-parts":[[2025,11,4]]},"reference":[{"key":"1","doi-asserted-by":"crossref","unstructured":"Abdulrazaq Kayode AbdulKareem and Kazeem Adebayo Oladimeji. 2024. Cultivating the digital citizen: trust, digital literacy and e-government adoption. Transforming Government: People, Process and Policy 18, 2 (2024), 270\u2013286.","DOI":"10.1108\/TG-11-2023-0196"},{"key":"2","doi-asserted-by":"crossref","unstructured":"Basheer Al-haimi, Haliyana Khalid, Nor Hidayati Zakaria, and Tuti Haryati Jasimin. 2025. Digital transformation in the real estate industry: A systematic literature review of current technologies, benefits, and challenges. Int. J. Inf. Manag. Data Insights 5, 1 (2025), 100340. DOI: 10.1016\/J.JJIMEI.2025.100340<\/a>","DOI":"10.1016\/j.jjimei.2025.100340"},{"key":"3","doi-asserted-by":"crossref","unstructured":"Juliano Nunes Alves, Luciana Flores Battistella, Eliete dos Reis Lehnhart, Kelmara Mendes Vieira, and Vin\u00edcius Costa da Silva Zonatto. 2025. Digital Public Service Quality (PS-DigQual): Proposal of a Multidimensional Framework. Annual International Conference on Digital Government Research 26 (Jun. 2025), 1\u201315. DOI: 10.59490\/dgo.2025.1056<\/a>","DOI":"10.59490\/dgo.2025.1056"},{"key":"4","doi-asserted-by":"crossref","unstructured":"Narek Andreasyan, Daniele Buson, Jos\u00e9 Mancera, Edy Portmann, and Luis Ter\u00e1n. 2025. Evaluation of Public Services Through the Lens of Digital Ethics. Annual International Conference on Digital Government Research 26 (Jun. 2025), 1\u201315. DOI: 10.59490\/dgo.2025.1033<\/a>","DOI":"10.59490\/dgo.2025.1033"},{"key":"5","doi-asserted-by":"crossref","unstructured":"Claire McKay Bowen. 2024. Government Data of the People, by the People, for the People: Navigating Citizen Privacy Concerns. Journal of Economic Perspectives 38, 2 (2024), 181\u2013200.","DOI":"10.1257\/jep.38.2.181"},{"key":"6","unstructured":"Brasil. 2018. Lei n\u00ba 13.709, de 14 de agosto de 2018. Lei Geral de Prote\u00e7\u00e3o de Dados Pessoais (LGPD). Di\u00e1rio Oficial da Rep\u00fablica Federativa do Brasil 1 (2018), 1\u201323. [link]<\/a>"},{"key":"7","doi-asserted-by":"crossref","unstructured":"Molly Campbell, Ankur Barthwal, Sandhya Joshi, Austin Shouli, and Ajay Kumar Shrestha. 2025. Investigation of the privacy concerns in AI systems for young digital citizens: A comparative stakeholder analysis. In 2025 IEEE 15th Annual Computing and Communication Workshop and Conference (CCWC), Vol. 15. IEEE, 10.1109\/CCWC62904.2025.10903925, 00030\u201300037.","DOI":"10.1109\/CCWC62904.2025.10903925"},{"key":"8","doi-asserted-by":"crossref","unstructured":"Marijn Janssen, Nripendra P Rana, Emma L Slade, and Yogesh K Dwivedi. 2021. Trustworthiness of digital government services: deriving a comprehensive theory through interpretive structural modelling. Digital government and public management 1 (2021), 15\u201339.","DOI":"10.4324\/9781003258742-2"},{"key":"9","doi-asserted-by":"crossref","unstructured":"Zoran Jordanoski and Morten Meyerhoff Nielsen. 2024. Comparative Study on the Digitalization of Specific Public Services Grouped by Life Events: The Case of Western Balkan and Eastern Partnership Countries. In Proceedings of the 25th Annual International Conference on Digital Government Research, DGO 2024, Taipei, Taiwan, June 11-14, 2024, Hsin-Chung Liao, David Duenas-Cid, Marie Anne Macadar, and Flavia Bernardini (Eds.). ACM, DOI: 10.1145\/3657054.3657258<\/a> 453\u2013462.","DOI":"10.1145\/3657054.3657258"},{"key":"10","doi-asserted-by":"crossref","unstructured":"Jingrui Ju and Liuan Wang. 2025. The roles of trust and privacy calculus in citizen-centric services usage: evidence from the close contact query platform in China. Behav. Inf. Technol. 44, 3 (2025), 574\u2013595. DOI: 10.1080\/0144929X.2024.2330001<\/a>","DOI":"10.1080\/0144929X.2024.2330001"},{"key":"11","doi-asserted-by":"crossref","unstructured":"Katrin K\u00f6rner-Wyrtki, Christoph Buck, Anna Krombacher, and Maximilian R\u00f6glinger. 2024. Exploring success factors for developing citizen-centric digital public services - insights from a case study. Electron. Gov. an Int. J. 20, 5 (2024), 591\u2013620. DOI: 10.1504\/EG.2024.140777<\/a>","DOI":"10.1504\/EG.2024.140777"},{"key":"12","doi-asserted-by":"crossref","unstructured":"Xueping Liang and Yilin Xu. 2025. A novel framework to identify cybersecurity challenges and opportunities for organizational digital transformation in the cloud. Comput. Secur. 151 (2025), 104339. DOI: 10.1016\/J.COSE.2025.104339<\/a>","DOI":"10.1016\/j.cose.2025.104339"},{"key":"13","doi-asserted-by":"crossref","unstructured":"Wander Cleber Maria Pereira da Silva, Edna Dias Canedo, George Marsicano Correa, Henrique Gomes de Moura, Paula Emilyn Deodato Franco, Giovanna Galv\u00e3o Novaes Santana, and Rejane Maria da Costa Figueiredo. 2025. Fast Track for Collaborative Solutions: A Methodology for Public Service Design Workshops Supported by LLMs. Annual International Conference on Digital Government Research 26 (Jun. 2025), 1\u201315. DOI: 10.59490\/dgo.2025.1061<\/a>","DOI":"10.59490\/dgo.2025.1061"},{"key":"14","doi-asserted-by":"crossref","unstructured":"George Marsicano, Edna Dias Canedo, Glauco Vitor Pedrosa, Cristiane Soares Ramos, and Rejane M. da C. Figueiredo. 2024. Digital Transformation of Public Services in a Startup-Based Environment: Job Perceptions, Relationships, Potentialities and Restrictions. J. Univers. Comput. Sci. 30, 6 (2024), 720\u2013757. DOI: 10.3897\/JUCS.106979<\/a>","DOI":"10.3897\/jucs.106979"},{"key":"15","doi-asserted-by":"crossref","unstructured":"Maria Martins, Yuska Aguiar, and Juliana Saraiva. 2025. Assessment of Competences for LGPD DPO through ANPD Standard and Information Systems Curriculum. In Anais do XXI Simp\u00f3sio Brasileiro de Sistemas de Informa\u00e7\u00e3o (Recife\/PE). 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Environmental & Social Management Journal\/Revista de Gest\u00e3o Social e Ambiental 19, 4 (2025), 1\u201320.","DOI":"10.24857\/rgsa.v19n4-068"},{"key":"20","doi-asserted-by":"crossref","unstructured":"Jidapa Preecha. 2025. Cybersecurity and Public Trust in Digital Governance: Focusing on Citizen Trust. In Proceeding of International Conference on Social Science and Humanity, Vol. 2. Antis International, DOI: 10.61796\/icossh.v2i2.27<\/a> 26\u201337.","DOI":"10.61796\/icossh.v2i2.27"},{"key":"21","unstructured":"MINIST\u00c9RIO DA GEST\u00c3O E DA INOVA\u00c7\u00c3O EM SERVI\u00c7OS P\u00daBLICOS. 2024. PROGRAMA DE PRIVACIDADE E SEGURAN\u00c7A DA INFORMA\u00c7\u00c3O (PPSI), Vers\u00e3o 1.1.4. PRESID\u00caNCIA DA REP\u00daBLICA 2 (2024), 1\u2013178. [link]<\/a>"},{"key":"22","doi-asserted-by":"crossref","unstructured":"Lucas Dalle Rocha and Edna Dias Canedo. 2025. Optimizing Compliance: Comparative Study of Data Laws and Privacy Frameworks. 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Digital transformation and cybersecurity risks. Int. J. Account. Inf. Syst. 56 (2025), 100749. DOI: 10.1016\/J.ACCINF.2025.100749<\/a>","DOI":"10.1016\/j.accinf.2025.100749"},{"key":"26","unstructured":"European Union. 2018. General Data Protection Regulation (GDPR). Intersoft Consulting, Accessed on October 24, 2019 1, 1 (2018), 1\u2013100. [link]<\/a>"},{"key":"27","doi-asserted-by":"crossref","unstructured":"Elaine Venson, Rejane Maria da Costa Figueiredo, and Edna Dias Canedo. 2024. Leveraging a startup-based approach for digital transformation in the public sector: A case study of Brazil\u2019s startup gov.br program. Gov. Inf. Q. 41, 3 (2024), 101943. DOI: 10.1016\/J.GIQ.2024.101943<\/a>","DOI":"10.1016\/j.giq.2024.101943"},{"key":"28","doi-asserted-by":"crossref","unstructured":"Sose Raeinaldo Virnandes, Jun Shen, and Elena Vlahu-Gjorgievska. 2024. Building public trust through digital government transformation: A qualitative study of Indonesian civil service agency. 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Behaviour & Information Technology 1 (2025), 1\u201320."}],"event":{"name":"Simp\u00f3sio Brasileiro de Qualidade de Software","location":"Brasil","acronym":"SBQS 2025","number":"24"},"container-title":["Anais do XXIV Simp\u00f3sio Brasileiro de Qualidade de Software (SBQS 2025)"],"original-title":[],"link":[{"URL":"https:\/\/sol.sbc.org.br\/index.php\/sbqs\/article\/download\/39029\/38801","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/sol.sbc.org.br\/index.php\/sbqs\/article\/download\/39029\/38801","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,12,5]],"date-time":"2025-12-05T11:56:21Z","timestamp":1764935781000},"score":1,"resource":{"primary":{"URL":"https:\/\/sol.sbc.org.br\/index.php\/sbqs\/article\/view\/39029"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,11,4]]},"references-count":30,"URL":"https:\/\/doi.org\/10.5753\/sbqs.2025.14996","relation":{},"subject":[],"published":{"date-parts":[[2025,11,4]]}}}