How DETRAN-ES unified statewide services with OnBase

Facing fragmented, paper-based processes across citizen services, vehicle requests, exams, and accident reporting, the Departamento Estadual de Trânsito do Espírito Santo (DETRAN-ES) used Hyland OnBase to build a fully digital, integrated operating model. The transformation improved transparency, reduced costs and paper use, accelerated service delivery, and reallocated public resources to higher-value activities—delivering measurable benefits for citizens and the State.

As the primary traffic authority for the state of Espírito Santo, the Departamento Estadual de Trânsito do Espírito Santo (DETRAN-ES) manages a wide range of high-volume, citizen-facing and internal processes—from driver licensing exams and in-person service appointments to vehicle service requests and traffic accident reporting.

Historically, these processes were fragmented, manual, and paper-based. Practical driving exams were scheduled and coordinated manually, making it difficult to manage examiner availability, reimbursements, and communications. Citizen services relied on in-person visits or basic scheduling tools that didn’t support cancellations, created duplicate bookings, and provided no reliable management data. Vehicle service requests required physical document submission and storage, resulting in delays, lost files, limited traceability, and costly audits. Traffic accident reports without injuries required in-person police visits and extensive manual transcription, consuming valuable police resources and discouraging citizens from reporting incidents.

Together, these challenges limited transparency, increased operational costs, reduced productivity, and negatively affected the citizen experience and public safety outcomes. DETRAN-ES needed a secure, scalable digital platform to standardize processes, eliminate paper, and support data-driven management across the organization.

To support its broader state initiative to become a fully digital public agency, DETRAN-ES adopted OnBase by Hyland as the foundation for a unified content and process management strategy.

Using OnBase, DETRAN ES implemented four integrated digital solutions:

• Portal de Examinadores de Trânsito (PET): A centralized portal to plan, schedule, and manage practical driving exam boards, considering examiner availability, locations, exam categories, schedules, and travel expenses—while automating communications, reimbursements, and absence justifications.

• Agendamento Online (AGO): A single digital scheduling channel that allows citizens to book, confirm, and cancel appointments online, while enabling DETRAN units to customize agendas, manage capacity, and standardize service delivery statewide.

• Gerenciar Solicitações de Serviço (GSS): A fully electronic vehicle service request process integrated with the existing DETRANNET system, enabling digital document submission, AI-assisted validation, randomized and impartial document review, and end-to-end process traceability.

• Boletim Eletrônico de Acidente de Trânsito sem Vítimas (BOAT): An online platform for citizens to report traffic accidents without injuries, submit evidence digitally, and receive validated reports remotely—integrated with police workflows.

Together, these solutions transformed DETRAN-ES operations into a secure, paperless, data-driven ecosystem that connects citizens, staff, examiners, and law enforcement through standardized digital processes.

With OnBase as its digital backbone, DETRAN-ES achieved measurable improvements in efficiency, transparency, cost reduction, and citizen satisfaction.

Agendamento Online (AGO) improved access to DETRAN-ES services and standardized citizen scheduling statewide. By introducing a single, fully digital scheduling channel, the solution eliminated duplicate appointments, reduced in-person congestion, and improved service planning across units. Shortly after launch, more than 60,000 citizens benefited from the online system—gaining the ability to schedule, confirm, and cancel appointments digitally—while managers gained real-time visibility into capacity, demand, and service performance.

Portal de Examinadores de Trânsito (PET) modernized the planning and execution of practical driving exams by centralizing examiner availability, scheduling, communications, and reimbursements in a single digital environment. The solution reduced examiner absences and delays, eliminated paper-based coordination, and increased transparency through complete digital records. As a result, DETRAN-ES improved the punctuality and reliability of exam boards while significantly reducing the manual workload previously required to manage examiner logistics.

Gerenciar Solicitações de Serviço (GSS) transformed vehicle service requests into fully electronic, traceable processes integrated with DETRANNET. DETRAN-ES has processed nearly one million digital vehicle service requests, eliminating more than 83 million printed pages and generating approximately R$2 million in annual savings from reduced document storage and transportation. The solution also recovered 7,833 hours per year of unproductive work, improved fraud prevention through AI-assisted document validation, and enabled remote audits and real-time performance management across the State.

Boletim Eletrônico de Acidente de Trânsito sem Vítimas (BOAT) streamlined traffic accident reporting and freed police resources for higher-value public safety work. The digital platform reduced processing backlogs by 99%, cut average analysis time by 60% (from 10 days to 4 days), and avoided more than 12,000 police displacements. As a result, 86% of police officers previously dedicated to administrative tasks were reallocated to frontline activities, while citizens gained a faster, more convenient way to report accidents online.

Together, these initiatives show how DETRAN-ES used OnBase to unify citizen services, internal operations, and public safety workflows into a single, scalable digital model that delivers measurable efficiency gains, cost savings, and improved outcomes for the State and its citizens.