Information technology and document management performance at a Federal University

ABSTRACT This research investigated the perception of managers and users about the influence of information technology on the document management performance at a federal university. The conceptual frame work of analysis was guided by he foundations of the Balanced Scorecard. Methodologically, the research was characterized as qualitative and case study type. Semi structured interviews, participant observation and documentary research were used to collect the data. As results, a broad spectrum of possibilities of contribution of the information technology was identified. In general, these possibilities are related touser satisfaction, the quality of documentary processes, the ability to learn, innovate and improve the document management and, the optimization the financial resources of document management and consequently of the organization. This contribution is partial and incipient at the researched university, The maximization of the support of information technology to the document management performance depends on human and social questions, besides those of a technological nature.