Abstract:

Through the application of simulation and lean manufacturing principles, this paper aims to highlight the features and operation of a system of providing public services in Brazil, which brings together, in one single place, a call to various services of a public nature, thus presenting a proposal for improvements of the services offered, specifically the process of renewal of driver's license. The results obtained in this study showed that the process of renewal of driver's licenses currently offered by Poupatempo system is a process which has already implemented improvements since its structure, but there are still opportunities to be applied to make it more efficient. The study showed that the lean manufacturing principles in conjunction with the simulation can be applied without any restrictions in processes of providing public services and contribute positively to the identification of process improvements.