PROCESS MANAGEMENT AT THE PUBLIC DEFENDER’S OFFICE OF THE STATE OF AMAZONAS (DPE/AM): PROPOSAL OF A STANDARD OPERATING PROCEDURE (SOP) FOR THE RECEPTION OF THE PURUS REGIONAL UNIT, LÁBREA-AM

Abstract

This study analyzes and proposes the implementation of a Standard Operating Procedure (SOP) at the reception of the Public Defender’s Office of the State of Amazonas – Purus Regional Unit in Lábrea, aiming to optimize the screening and referral of clients. The institution, essential for ensuring access to justice for vulnerable populations, faces operational challenges due to the lack of standardized procedures, high staff turnover, and inconsistencies in service delivery. The research adopts an applied methodology with a qualitative approach, exploratory and descriptive character, using case study, bibliographic, documentary, and field research. It is grounded in concepts of Business Process Management (BPM), Process Management (GpP), and the use of SOPs as tools for administrative efficiency. Document analysis and field observations revealed informal practices based on individual experience, hindering consistency and continuity in service. As a result, an SOP was developed to structure all stages of reception, from initial guidance to legal referral and follow-up. The proposal seeks to reduce inconsistencies, improve institutional knowledge management, and ensure standardized, accessible, and effective legal services. It concludes that adopting the SOP strengthens good practices, promotes equity in client service, and can be replicated in other Public Defender’s units.