INNOVATION IN A NOTARY PUBLIC OFFICE: A CASE STUDY

Abstract

Notaries in Brazil work in the relevant function of litigation prevention. Despite the historicity of their functions, which for many is unknown, they seek to adapt to the social context in which they operate. The objective of this article is to analyze how innovations in processes and services occur in a notary public office. It was conducted qualitative research with a bibliographic strategy and case study within the constructivist philosophy. The selected case was a notary office in the region of Florianópolis, Brazil. The data were collected through semi-structured interviews and document analysis with members of the public deed, public power of attorney, and a notary public administration sectors, and document analysis, which were analyzed using content analysis techniques. It was found that new ideas emerge internally at the strategic level through a more formal learning process in congresses and verification of improvements in the practice of the service, and at the operational level, in a more informal way, given the problems verified. Externally, through user feedback and benchmarking, these ideas refer to new products and organizational arrangements. Concerning services, although new ideas can emerge in the notary’s office, legal provision is needed. Three types of innovation in service have been identified: service, process, and organizational. The first, derived from norms, is related to de-judicialization. The process and organizational innovations aim at reducing bureaucracy. The study of innovation in this type of organization contributes academically, as it is a theoretical gap, and in practice, to deconstruct the bureaucratic image of the notary public offices, supposedly unaware to innovation.

Keywords

• inovação
• notariado brasileiro
• estudo de caso