The Casas do Cidadão, coordinated by Ceará's Secretariat of Social Protection (SPS-CE), gather essential citizenship and documentation services in one place for the people of Ceará. They are units with heavy daily traffic, where the organization of service directly impacts the lives of those who depend on public services.
Between 2023 and 2026, appointments were booked through Minha Agenda Virtual, by Mupi Systems: through a public link, citizens chose the unit, the service, and the time, and arrived at the Casa do Cidadão with their appointment guaranteed. Around 1,000 bookings were made per day, with fairness rules such as booking limits per CPF and protection against abuse with limits per IP.
For 3 years, the platform was the units' digital front door, present in the official communications of the Government of Ceará, until the service migrated to the government's own internal platform. A complete cycle that proves the solution's ability to sustain high-volume public operations.
Project Information
Client:
Ceará's Secretariat of Social Protection (SPS-CE)
Duration:
3 years of operation (2023 to 2026)
Category:
Public Sector
Solution:
Minha Agenda Virtual
Organize the population's access to the services of the Casas do Cidadão, with public online scheduling, fair distribution of slots, and stable operation at high volume.
1. Essential services in high demand
Document issuance and citizenship services concentrated intense, constant demand, at around 1,000 bookings per day. With online scheduling, the flow started being distributed by unit, service, day, and time, replacing unnecessary waiting with appointments at a set time.
2. Fairness in access to slots
In a sought-after public service, slots must reach everyone fairly. The platform enforced booking limits per CPF, ensuring each citizen had balanced access to time slots, and limits per IP, protecting the operation against abuse and automated reservations.
3. Simple access for the whole population
A public service must be accessible to every profile of citizen. Booking happened through a public link, without bureaucracy, in a few steps and straight from a phone, with units and services presented clearly.
4. An operation sustained for 3 years
More than a one-off project, scheduling was part of the Casas do Cidadão routine from 2023 to 2026, appearing frequently in the Government of Ceará's official guidance to the population. The cycle closed with the service's migration to a government internal platform, with the operation handed over in an organized way.
Main Platform
Minha Agenda Virtual - Online Scheduling
Features
Public Booking Link
Limits per CPF and per IP
High-Volume Operation
For 3 years, online scheduling was the natural path of access to the Casas do Cidadão, organizing service for the population and for the teams.
1,000 Bookings per Day
Average daily volume sustained by the platform
Fairness Ensured
Limits per CPF and per IP in slot distribution
Democratic Access
Simple booking from a phone, without bureaucracy
3 Years of Operation
Complete cycle from 2023 to 2026, until the migration to an internal platform
Conclusion
The Casas do Cidadão case shows scheduling technology at the service of citizenship. For 3 years and with around 1,000 daily bookings, the platform sustained the population's access to essential services, with fairness rules per CPF and protection per IP, until the migration to a government internal platform. A complete cycle that proves the solution's robustness in high-volume public operations.
Main Challenges
Essential services in high demand
Around 1,000 daily bookings distributed by unit and time
Fairness in access to slots
Limits per CPF and per IP ensuring fair slot distribution
Simple access for the whole population
Public link, no bureaucracy, working on mobile
An operation sustained for 3 years
Complete cycle from 2023 to 2026, closed with an organized migration
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