Os serviços postais e a demanda por novas tecnologias: um estudo na Empresa Brasileira de Correios e Telégrafos (ECT) de Maracanaú/CE

Abstract

Technological evolution has been responsible for numerous changes in daily life and this is reflected in the performance of companies, which are forced to change their way of acting to suit the needs of their customers, who seeks more convenience and quality in their care. The Brazilian Postal and Telegraph Company (ECT) presents in its history a series of operational changes in order to keep up with developments in communication technologies and thus remain competitive, with the example of sending messages by SMS and E-mail of status updates of the orders placed. This study, set in the Correio´s agency of Maracanaú, was done through a literature review and a qualitative research applied to clients and employees. It aimed to identify the Correio´s actions in technologies and niches to meet the needs of its customers, as well as to analyze their needs in relation to the new communication technologies existing, besides identifying the services available to the federal, state and municipal government that can be provided by ECT directly or in partnerships, and identify the main market trends applicable to the Correios. According to the results obtained, it was possible to verify that the studied agency, as well as the whole ECT, has a wide portfolio of services and that the clients are satisfied with their experience of attendance at the agency. In addition, the motivation of the employees was verified, which facilitates the recognition of the demands and needs of the clientele.