Abstract—This article aims to identify and categorize the level of both internal custom-er and IT service provider satisfaction with the quality of IT service provision in a Brazilian public organization and to identify any gaps between them, using descriptive and factorial statistical analysis. For this purpose, fieldwork was carried in the form of questionnaires based on an evaluation instrument inspired by the SERVQUAL model and the use of a specific scale. The results showed that this assessment is best supported by the three dimensions already present in the ISS-QUAL model and that there is a certain alignment in the level of dissatisfaction demonstrated by IT customers and suppliers, with a higher negative burden on issues related to the Electronic Judicial Process (PJe), communication difficulties and lack of information on failures and unavailability of IT resources and systems, or feedback and estimates for their re-establishment.