Design de sistemas de gestão para o adequado atendimento ao público no regime de teletrabalho no Tribunal de Justiça de Minas Gerais: uma análise sob a perspectiva prática da 1ª Vara de Feitos Tributários do Estado de Minas Gerais

Abstract

This study focuses on the challenges of serving the external public by the 1st Instance Secretariats of the Minas Gerais State Court of Justice. The investigation was primarily conducted concerning the First Tax Matters Court of the State of Minas Gerais, as the author is assigned to this unit. Thus, by examining the customer service approach adopted in recent years, it was observed that the format chosen as suitable for the pandemic context included a virtual counter, telephone, WhatsApp, and emails. This scattered communication approach has persisted to the present day in greater volume, causing to rework and bottlenecks in public service. In this scenario, the research aimed to analyse the elements necessary for proper public service, taking telecommuting into account. The methodology employed for the study was descriptive and exploratory, using both qualitative and quantitative approaches and analysing regulatory acts related to the subject. Additionally, a specific field study was conducted to understand the functioning of the virtual counter. In conclusion, considering the specificities of the unit where the author is assigned and the existing virtual counter at TJMG, a set of suggestions was compiled for the effective implementation and use of this tool, thereby achieving the objective of proposing a new design system suitable for public service.