Introduction: The appropriation of Information and Communication Technologies (ICTs) in public administration has transformed the interaction between government and citizens, allowing greater efficiency and accessibility. This study examines the use of ICTs in a Regional Superintendence of Labor (RST) in Brazil, focusing on the CTPS Digital application and the Electronic Contact Form. Objective: To investigate how ICTs can strengthen the principle of efficiency in public management, raising the quality of citizen service. Methodology: The research adopts a mixed approach, integrating interviews with RST employees, application of questionnaires to users, and document analysis. The SERVPERF model was used to evaluate the quality of digital services, and quantitative data analysis was performed in the R software. Results: ICTs contribute to the efficiency and agility of services, but the current modeling presents fragility of security and accessibility, requiring continuous human intervention. Conclusion: The research suggests the need to improve the modeling of digital services, strengthen the security of platforms, and promote the digital inclusion of users
