Identificando causas de ineficiências no atendimento dos protocolos do setor publico por meio de análise de causa raiz e mineração de processos

Abstract

This work aims to identify the causes of inefficiencies in public sector protocols through Root Cause Analysis (RCA) and Process Mining (PM). More specifically, it seeks to pinpoint where delays in public sector services begin, as well as to suggest improvements to promote greater operational efficiency, optimize workflow, and reduce the negative impacts of inefficient administrative processes. The research employs a methodological approach that includes forming a multidisciplinary team, extracting and preparing data from municipal protocol systems, and implementing PM techniques to model existing processes. RCA is applied to investigate the causes of detected inefficiencies, enabling the identification of potential points for improvement. The results suggest that PM is a promising alternative for revealing workflow inefficiencies, while RCA is suitable for identifying underlying causes, facilitating the proposition of corrective actions. The applied methodology allowed for process modeling and the execution of event log replay on the generated model, revealing that about 10% of protocols exceed the timeframe stipulated by current legislation. Based on the findings, it was possible to identify that the sectors most responsible for delays in responses are the ’Selective Process Sector,’ followed by the ’Internal Control Sector.’ Statistical analysis of case durations indicated that most cases fall within a 100-day interval, but approximately 7% exceed this limit, making them primary targets for improvement actions. The proposed improvement suggestions include, among others, recommending the reassignment or temporary hiring of professionals for the Selective Process Follow-up Sector to reduce response times and consequently avoid fines. The implementation of these strategies aims not only to ensure compliance with legislation but also to improve the quality of services provided to the population, promoting greater operational efficiency and a more agile and responsive administrative environment.