INTEGRATED MANAGEMENT OF TRAFFIC VIOLATIONS: IMPACTS OF DIGITAL TRANSFORMATION ON STATE PUBLIC ADMINISTRATION

Abstract

This article analyzes the experience of state public administration in the centralization and modernization of traffic violation management, focusing on improving road safety and reducing impunity. The initiative, led by the State’s innovation laboratory, involved the redesign of processes and the adoption of technological solutions aimed at creating a single and integrated digital system. Faced with a monthly average of 70,000 violations and 15,000 defenses and appeals, software was implemented to automate the registration and processing of citations, operating in an integrated manner with existing systems. The complete digitalization of workflows increased efficiency, reduced processing times, and ensured greater reliability and respect for the right of defense. The centralization of activities, previously fragmented, generated resource savings and allowed the reassignment of public servants to strategic functions. Cases began to be judged more quickly and uniformly, strengthening citizens’ trust in public administration. The results include a growth from 13% to 29% in the use of digital channels for defenses and appeals; elimination of the backlog of registrations through automated bots, reducing the average processing time from 30 days to 2 business days; and the adoption of electronic ticket books, with a significant reduction in paper use. This experience demonstrates the potential of digital transformation in public management, especially in the traffic sector, offering a replicable model oriented toward efficiency, legality, and road safety.