Uso de Modelagem de Processos de Negócio para aumentar a eficiência e produtividade: um Estudo de Caso

Abstract

SISCON is the system responsible for managing and operating administrative activities related to planning, execution, purchasing registration, and accounting in the public financial area. Given the system's importance, a detailed analysis of the service call flow becomes crucial to ensure its efficient operation. It is proposed that this analysis be conducted using the Bizagi tool, a business process modeling platform, along with BPMN (Business Process Model and Notation). These tools will allow us to understand the current service call flow, identifying opportunities for improvement and optimization aligned with ITIL (Information Technology Infrastructure Library) principles. Effective management of service calls has become essential to ensure the efficient functioning of SISCON. By using Bizagi, BPMN, and ITIL guidelines, it was possible to map processes visually and in detail, providing a comprehensive analysis of existing procedures. This study aims not only to identify improvement points in the service call flow but also to propose solutions that increase operational efficiency and user satisfaction with the system. In the end, it is expected to propose changes that contribute to more effective management of service calls, improving the performance and operation of the public accounting system.