Improvement in Public Administration Services: a Case of Business Registration Process

Roy Andersson, Eduardo Bridi, Yinef Pardillo Baez, Mauricio Uriona Maldonadom, Fernando Antonio Forcellini, Fabio Cesar Moraes

This work addresses the process of opening enterprises (grant of license) in a municipality. The purpose is to perform the identification, analysis and redesign of the process of granting permits to private companies, then making a proposal for improvement. The chosen method was a case study, using a qualitative approach according to the BPM methodology to respond: how to improve and accelerate the grant of a license? As a result, the proposed model used the best practices for business registration to reduce the time to 70%, and using half of the involved sectors. The conclusion is that it is possible to reduce


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