The digital transformation process being implemented in the state of Mato Grosso is already producing practical results for citizens. One of them concerns the reduction of the service time of the more than 60 thousand registered with the Secretary of Finance (Sefaz). It is currently 56% faster on average. The drop was from 9 to 4 minutes in the total time for a person to be attended. Before, when receiving a taxpayer, the secretary's attendant had a huge variety of systems, which were difficult to visualize and arrange. There were 324 modules of more than 800 services provided by Sefaz, which were only viewed on separate screens and which took a long time to perform any type of procedure. With the unification and integration, the system allows the server to use only a single screen to have access to all services – the project was carried out with the company Central IT, an associate of ABES.
Another significant change felt by the citizens of Mato Grosso came with the implementation of the Citizen's Portal “Sefaz Para Você”. With it, the three million Sefaz users, using only the CPF, can have a complete view of their debts and obligations with the State Treasury. On the portal it is also possible to issue extracts and IPVA guides and consult public documents, among many other services. With a login and password, and just one click, citizens have at their disposal services with authentication by digital certification. Among other advantages of the portal is the fact that it works with service standardization, with demand history generation and control over reports.
In addition to the unification of access through digital channels, the digital transformation of the state must evolve to the use of robots both in calls through the call center and in services via the internet. The next step, still for 2019, is to use a chatbot, which is being powered on a machine learning regime, to meet repetitive demands.
The modernization and digitization of the State is part of a comprehensive package financed by the Inter-American Development Bank. The Profisco program finances projects to improve the administration, revenue and fiscal, financial and property management of the states. The work is being carried out in Mato Grosso by the Brasilia company Central IT, a customer relationship manager, which uses the CITSmart solution, one of the most advanced tools for the digital inclusion of citizens. For the assistant secretary of Sefaz-MT, Kleber Santos, the technological changes are meeting the objectives and should expand to the entire Government. He said that he has already requested from Central IT the integration of new processes, involving two other secretariats and creating 360º access to all services through the self-service Portal do Cidadão.
“The idea is to place the tool at a government-wide level, where citizens can have an overview of the entire relationship with the state. In this second moment, which we want to activate by the end of the year, we are going to use the tool's robot. And next year we want to be with the integration of different systems”, explains Santos, also director-president of the Mato Grosso information technology company – MTI. Central IT's contract with the Government of Mato Grosso aims to assist the state in its digital transformation, making it a reference in terms of innovation and integration of workflows in an automated way.
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