Evaluation of the Digital Accessibility of Institutional Portals and Electronic Ombudsman Channels in the Municipalities of Mato Grosso

Research Context: Digital accessibility is a legal and social requirement for Brazilian government portals, particularly for ombudsman services, an essential channel for interaction between citizens and municipal public administration. Scientific and/or Practical Problem: There is no systematic evidence on the level of digital accessibility of the institutional portals of Mato Grosso's municipalities, nor on whether this standard is maintained in their electronic ombudsman channels, which are often hosted on separate domains or systems. Proposed Solution and/or Analysis: This study proposes evaluating, using the automated tool AMAWeb (based on WCAG 2.1), the official portals and their corresponding ombudsman channels for all municipalities in the state, comparing the scores obtained to identify consistency or disparity between the two environments. Related IS Theory: The study draws on the DeLone & McLean IS Success Model, in which system quality, here operationalized through compliance with accessibility guidelines, is a relevant antecedent of effective use and citizen satisfaction with public digital services. Research Method: A descriptive and comparative study, with a quantitative approach, involving a census-based automated evaluation of Mato Grosso's municipalities, classification of ombudsman channels by type, data recorded in a standardized spreadsheet (Municipality, Population, URLs, Scores, Errors, date/time), and evidence collection through screenshots and AMAWeb reports. Summary of Results: The study is expected to identify the percentage of municipalities with accessible portals and ombudsman channels, map the most common types of ombudsman solutions, and verify whether a correlation exists between population size and level of accessibility. Contributions and Impact to IS area: This work offers an unprecedented diagnosis of public digital accessibility in Mato Grosso, supports public managers in prioritizing improvements, and expands the empirical application of AMAWeb as an evaluation instrument in Information Systems research for the public sector.