Atendimento cível em unidade da Defensoria Pública do Estado de São Paulo: propostas de melhorias através da gestão por processos

Abstract

The Public Defender's Office is the body responsible for the realization of the constitutional right to full and free legal assistance to those who prove insufficient resources, not acting, however, in the labor, electoral and military areas. It has, therefore, an important function of assisting in the promotion of the rights guaranteed by the Brazilian order among the most vulnerable. In the State of São Paulo, the arrangement of each state unit is defined in part by its own public defenders, who may not have any management degree or training. This paper aims to bring proposals for improvements to the civil services offered by a unit of the Public Defender's Office of the State of São Paulo. The literature specialized in Process Management was considered and a case study was conducted. First, it was identified the main processes, possible problems and bottlenecks in the civil service of the unit under analysis. In a second moment, proposals for improvements were elaborated based on the processes, problems and bottlenecks identified.