Discover how technology has opened doors to serve the neediest population
The Public Defender’s Office of São Paulo invested in a major project to modernize its service to the population and immediately one group particularly benefited: women in need. With new developments, they have gained direct and rapid access to public defenders.
According to Erik Arnesen, CIO of the São Paulo Public Defender’s Office, empathy was one of the main factors driving this initiative.
“The SP Office of the Public Defender’s use of technology to serve citizens has been motivated by several factors. One of the main ones is empathy with users. We understand that simplicity, agility, security and integration with widely used, such as WhatsApp, were fundamental for the implementation of digital solutions. Therefore, the motivation was not only to seek speed or efficiency, but also to guarantee a more humanized and accessible service, in line with the real needs of the population”, he Arnesen said
To carry out the service “modernization” project, the Public Defense has entered into a partnership with the digital solutions company Woopi Stefanini, part of the Stefanini Group.
Woopi led the process of solution design, technical implementation and continuous improvement of the solution. “In other words: what to do, how to do it – and set it in motion,” explains Alex Winetzki, CEO of Woopi.
In this process, it is worth highlighting the use of Artificial Intelligence in the service of the population.
“The AI has the task of speaking with the population – mostly women at social and often physical risk -, explaining the role of the Defender, the necessary documentation, the general guidelines, the programming. Subsequently, the assistants and the Defenders dialogue with the patients, even via electronic means”, explains Winetzki.
Excellence Award
At the end of last August, the São Paulo Public Defender’s Office won the Best Government-Oriented Digital Government Solution award, awarded by ABEP TIC, at SECOP 2023, held in Brasilia. The winning solution was the virtual citizen assistance system.
The award highlights the different technologies implemented to optimize the service to citizens. Discover the main ones:
- • Virtual Assistant: facilitates the reception of citizens through an accessible portal, without the need to install an application.
- • Artificial intelligence: assists in the initial legal classification of requests, quickly identifying urgent cases and optimizing appropriate targeting.
- • Scheduling solution for remote service: allows communication through different channels, such as livechat, WhatsApp, SMS, VoIP and video, making the service more flexible.
- • Asynchronous service tools: They optimize team time and improve the accuracy of shared information.
- • Multi-channel platform: centralizes and manages communication with users.
- • Whatsapp Business API: expands communication channels, taking advantage of a platform widely used by the public.
- • Migration to public cloud: guarantees system performance and availability, even in the face of high traffic.
- • Data management methodologies and tools: ensure the organization and efficiency of the service teams.
The role of digital solutions
But the technology is not limited to artificial intelligence, since other tools are also used in the process: “We use Whatsapp and SMS notifications and this same platform to notify of appointments, hearings, new facts relevant in the trial or the need for conversations or additional documents. We also use a technology called Rocketchat to enable video chats on mobile phones,” says the CEO of Woopi.
And the initiative doesn’t stop here. The future is even more ambitious. “With accessibility as the main guideline, we project a future in which the service to the population will be even more inclusive and personalized. The use of technologies, such as Artificial Intelligence and multi-channel platforms, will allow an expansion of the reach and a greater precision in serving specific needs of each citizen. Digital solutions are expected to become even more integrated, allowing citizens to have easy and quick access to public services, regardless of their location or socioeconomic status,” says Arnesen.
Provide assistance to those most in need
But, after all, what motivated the use of technology to serve citizens? Was it the search for speed or efficiency in service?
«First of all the pandemic. But it was soon realized that these clients had enormous difficulties in terms of time and economic means to personally contact the Public Defender. In cases of threats and domestic violence, the benefit of using a cell phone instead of a physical appointment is even more important,” says Winetzki.
With the focus on accessibility, the future of this service to the technology-using population must be further strengthened.
“We continue to work on new projects and approaches to make the service ever more efficient. The work of the Ombudsman’s Office is broad and complex and can be improved on many fronts. We are currently working on an even more ambitious project to speed up the work of the Ombudsman’s Office Defenders use artificial intelligence,” concludes Winetzki.
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