Brazilian court TRF1 transforms citizen service with Microsoft Teams

Modernizing operations became the key to upholding justice

As the pandemic initially unfolded, the duration of restrictions for face-to-face interactions remained uncertain. However, with a profound responsibility to serve approximately 86 million people, TRF1 faced the urgent task of finding a solution to ensure the continued operation of the judicial system. Driven by their unwavering commitment to serving Brazilian citizens and the pressing need to adapt to the rapidly evolving digital landscape, TRF1 turned to Studio 365 and the Microsoft Brazil Customer Success Team to help address the challenges at hand.

Empowering citizens and agents through digital transformation

In order to comply with the Brazilian court’s regulations for citizen service during the COVID-19 pandemic, the solution had to be developed in just 30 days. Given the short timeline and the fact that TRF1 employees were already familiar with Microsoft 365 products, developing a solution that could quickly and easily integrate with their existing Microsoft investment was crucial. With support from Studio 365 and Microsoft, TRF1 became the first Brazilian court to launch the Virtual Support Desk, an online service platform for Microsoft Teams designed with a focus on the security and privacy of Brazilian citizens. 

“Virtual Clerk solution [Virtual Support Desk] was natively integrated with Microsoft Teams, the hub for work communications in our environment, which simplified its adoption, allowing this Court to quickly resume its essential services to society during COVID-19 restrictions,” says Lucio Melre da Silva, CIO at TRF1.

Using the Virtual Support Desk, citizens from all over Brazil can now access important judicial services within Microsoft Teams, providing them with a more seamless, modern experience. Not only does the Virtual Support Desk make services more accessible for citizens, but it also provides a personalized work hub for court service agents, granting them access to real-time engagement analytics, proactive notifications, and service governance indicators all within Microsoft Teams. Additionally, the integrated use of other Microsoft technologies, such as Microsoft Azure services, has helped create a new vision for building agile, secure applications that are integrated into the employee’s day-to-day work.

“Virtual Clerk solution [Virtual Support Desk] supplied our service governance and management teams with usage data insights. Knowing how many requests were served, by which attendant, and their average duration, we could plan for optimal service hours and resource allocation,” says Leandro Franco Villar, Innovation Coordination Supervisor at TRF1.

Forging a lasting legacy on Brazil’s judicial system

For TRF1, the Virtual Support Desk played a key role in maintaining access to essential judicial services for Brazilian citizens during the global pandemic. And with its launch in less than 30 days, it has created an impact of immeasurable proportions for Brazilian society by allowing citizens to securely access the court’s services and information from anywhere. Currently, this solution plays a central role in the digital transformation of service to citizens by the Judiciary of Brazil, helping to support ongoing modernization, productivity, and innovation initiatives. In the future, TRF1 hopes to integrate court hearings into Microsoft Teams, enabling a new milestone in the productivity, security, and intelligence of the Brazilian justice ecosystem.

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