Technology in service of ombudsman offices in the prison system: an experience report on the implementation of chatbots in São Paulo and their nationwide expansion
DOI:
https://doi.org/10.66451/xrxx4c71Keywords:
Penitentiary Management, Chatbots, Administrative EfficiencyAbstract
This experience report presents the implementation of a chatbot in the São Paulo prison system, developed to reduce the overload of traditional service channels and to enhance active transparency. The initiative originated in units of the Northwest Regional Coordination and was validated at Penitentiary I of Pirajuí, where it promoted a significant reduction in telephone service demand and the reorganization of informational flows. Based on the results achieved, the tool was institutionalized by the Ombudsman’s Office of the São Paulo Secretariat of Penitentiary Administration and expanded to several prison units. Subsequently, the experience was adapted and replicated at the national level by the National Secretariat of Penal Policies. The report demonstrates that technological mediation, when guided by governance principles and a user-centered approach, contributes to administrative efficiency and informational inclusion.
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