Propostas de Melhorias pela Gestão por Processos ao Atendimento de Unidade da Defensoria Pública.

Purpose: To identify problems and develop proposals for improvements in civil service to people assisted by a unit of the Public Defender's Office of the State of São Paulo through process management theory. Design/methodology/approach: Single and incorporated case study, in which, based on direct observation and document analysis, the civil service processes of a unit of the Public Defender's Office of the State of São Paulo were mapped, and then, using process management theory, potential problems and solutions were identified. Research, Practical & Social implications: 14 potential problems were identified, and 12 potential solutions were proposed for the civil service of the Public Defender's Office unit of the State of São Paulo analyzed. Originality/value: Application of process management theory in a state public agency aimed at improving service to people assisted by the institution. [ABSTRACT FROM AUTHOR]