WWW/Internet - Portal do Software Público Brasileiro

ISBN: 978-972-8939-25-0 © 2010 IADISA PROCESS CAPABILITY MODEL FOR SERVICES INTHE BRAZILIAN PUBLIC SOFTWAREMárcia R. M. Martinez, Sueli A. Varani, Edgar L. Banhesse, and Clenio F. SalvianoCTI - Centro de Tecnologia da Informação Renato ArcherRodovia D. Pedro I, km 143.6, CEP 13069-901Campinas, SP, BrazilABSTRACTThis article presents a Process Capability Model for Service Providers in the context of the Brazilian Public Software(SPB). SPB is a virtual environment in which the construction and appropriation of knowledge occurs in a collaborativeway. In spite of the diversity of Capability Process Models, there is a demand for new models for more specific contexts,such as services in the SPB. The Process Capability Model is structured with Process Capability Areas and ProcessCapability Levels. The current version of the SPB model is composed of five process capability areas: Admission ofService Providers (APS); Incident Solving (RI); Management of Services (GPS); and Management of Service by theCommunity (GSC). The process capability levels are levels 0, 1, 2 and 3 as defined in ISO/IEC 15504 Standard.KEYWORDSBrazilian Public Software, Process Capability Models, Services.1. INTRODUCTIONIn the recent years, society has experienced the importance of Internet as a new production locus, where it ispossible to establish a space favorable to the collaboration in webs. Authors of Wikinomics (Tapscott andWillians, 2007) define the phenomenon as a common basis for production, where the coexistence of actors,from private or public environments, is healthy and where there is a guarantee of access to results of worksdone by all the actors involved.In this context is the Brazilian Public Software (SPB after its original name in Portuguese: SoftwarePúblico Brasileiro), a virtual environment with a great potential to be a common basis for production, thatbenefits from the coexistence of the public and private sectors. SPB allows the generalization of artifacts thatgo beyond software code, aiding the sustainability of free licensing software and the equality of opportunitiesfor the private market.In the case of virtual networks such as SPB, the construction of capability models must go beyond theconventional view offered by current models, taking in consideration the prevailing dynamics, in which theroles are constantly altered and the limits established by interrelations are not clearly defined. Amongst theactors that coexist in the SPB are the service providers, which may be companies or self-employed workers,bound to software solutions, and whose target is to offer a range of services to users.This article presents a process capability model for services offered in the SPB, aiding service providersin the service quality improvement. It is being developed in a cooperative and shared way, with the supportof the SPB communities. This article is organized as follows. This first section provides an introduction tothe article. The second section presents, in a summarized way, the SPB and the dynamics of services offer inthe web. The third section describes a general introduction about the process capability models. The fourthsection deals specifically of the capability model in the SPB context. Finally, the fifth section concludes thearticle.308