Process improvement in a DETRAN-SP unit: an analysis according to the principles of lean office

• Autor(a) principal: Siqueira, Ricardo Milanez de
• Data de Publicação: 2020
• Outros Autores: Silva, Ethel Cristina Chiari da
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Produção Online
• Texto Completo: https://www.producaoonline.org.br/rpo/article/view/3641
• topic: Lean Office. Value Stream Mapping. Public Management. Detran.; Lean office. Mapeamento de fluxo de valor. Administração pública. Detran.

The concern with the quality and efficiency of services has also affected the public environment. The objective of this research is to present the improvement process implemented in a transit unit of the State Department of transit of the state São Paulo under the light of the lean office theory. This study presents an exploratory research that brings the contextualization of the public sector and lean office, presenting some successful applications in the public environment. The research is characterized as a case study of a qualitative nature, in which the data were collected through documentary analysis and the organ management system and direct observation. After this data was collected, the value flow of the CRLV (Vehicle Registration and Licensing Certificate) process was mapped, as this process is important in the routines of this body. Next, the changes of this administrative procedure were detailed, in addition, the inclusion of support technologies was reported. At the end it was observed as results the lead time reduction from 2 working days to a maximum of 1 hour. In addition, this change helped to reduce the consumption of approximately 9300 sheets of paper in a single year in this unit under study, thus contributing to the environmental issue. Thus, the concepts of lean office applied in this public environment were successful, being able to serve as a model for other transit agencies of the country.