Greater service efficiency across all offices.
Project context
Overview of the initiative: institutional context and organization profile before the numbers and challenges of the project.
Citizen service, faster and more organized.
The Federal District Treasury Department (SEFAZ-DF), through its Taxpayer Service Coordination (COATE), needed to modernize service at revenue offices, in partnership with Central IT.
SAE redesigned ticket calling with clear, dynamic rules that prioritize service and respect preferential categories, with special attention to seniors over 80.
About SEFAZ-DF
Institutional data aligned with the scope of the implemented solution.
Location
SEFAZ-DF, Taxpayer Service Coordination (COATE), Brazil
Segment
Tax administration and citizen service
Strategic priorities
- Fast, organized service
- Priority for seniors and preferential groups
- Standardization across offices
Solution focus
- Smart ticket management
- Adjustable rules per agent
- Real-time monitoring
Results in numbers
Priority 80+
Preferential service
automatic prioritization for seniors and preferential groups.
Real time
Queue management
monitoring and rule adjustment by managers.
Dynamic rules
Per agent
ticket calling aligned to each agent's enabled services.
Fewer lines
More efficiency
efficient calling of tickets with longer wait times.
Strategic points
Challenges
SEFAZ-DF needed to modernize the citizen service model at revenue offices. The existing ticket-calling system needed to be redesigned to implement clear, dynamic rules.
The new rules needed to prioritize service while respecting preferential categories, especially seniors over 80.
Solution
SAE was redesigned with smart ticket-management logic: automatic prioritization of preferential and senior (80+) citizens, adjustable rules based on each agent's enabled service list, and efficient calling of tickets with the longest wait times.
A real-time interface lets managers and agents track and adjust the process, ensuring more organization and transparency.
Measurable delivery
Results and impact on the public sector
What changed in the taxpayer service experience after redesigning ticket management at the offices.
Results
Better citizen experience, especially for priority audiences.
Reduced inconsistencies in calling procedures.
Greater system adaptability to rule changes.
Citizen service that is faster, more organized and transparent.
Impact
SAE became an essential solution for modernizing citizen service, combining technology, efficiency and organization. SEFAZ-DF reinforced its commitment to fast, quality service, with special attention to those who need it most.
Because that's our business: empowering people. Impacting organizations.
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