One of the main tourist destinations in the State of São Paulo, Brazil, wanted to be closer to its residents, both private and businesses.

Uniformization and centralization

Among the various challenges was the processes’ standardization, the centralization and the simultaneous screening of information requests and complaints. LBC was chosen to support the municipality in this task, having developed “A Voz do Munícipe” (The Citizen’s Voice), a mechanism in Sequence through which the suggestions, complaints and requests of citizens and/or merchants are efficiently managed.

Customized systems

LBC realized and implemented – through the business unit dedicated to information technologies, LBC, Sequence certified by the israeli PNMsoft, the software creator and Microsoft’s gold partner – the customized system in three weeks, allowing to increase the inhabitants level of satisfaction while providing reliable information to the municipality. The operationalization took four dimensions into account: strategy and objectives; the organization and Human Resources; procedures; the information system itself. And it involved the 17 prefecture secretariats, in which Sequence was integrated with the municipality portal, allowing the the citizens to create processes. This enabled the development of a set of monitoring reports, allowing the autarchy to monitor the processes status, the degree of resolution by each secretariat, as well as to obtain relevant statistical data.

Greater responsiveness 

The project created by LBC resulted in a faster response to citizens; in being able to control all entries of requests for information, complaints, suggestions and compliments; in the standardization of processing requests for information and/or complaints; in an automatic and immediate settling of processes (such as reports on the users that have interfered with the resolution of a case, and when they did so); access to monitoring data, statistical information (characterization of requests) as well as the requests content (subject, number of requests/complaints per secretariat, number of resolved and pending cases, the citizen’s level of satisfaction regarding the answer given by the responsible department, among others).