The partnership between RNP and Embrapa dates back a long time, the 1990s to be more precise, and was formalized in 2012. Based on the Embrapa Phase 4 Project, contracted with the MCTI in 2018 and with execution starting in 2019, long-term goals were stipulated which were named “journeys”.

In the Embrapa Phase 5 Project (2020), one of the journeys that began and took place through the “Service Desk Embrapa” goal had the objective of evolving and improving the experience of the “embrapiano” in relation to the processes and technologies used by the team at headquarters, in Brasilia. RNP, then, promoted the implementation of the best market practices, using globally recognized frameworks adapted to the institution's reality.

As part of the deliveries of the Embrapa Phase 6 Project (2021), RNP supported the improvement of the service to internal calls related to Information Technology (IT) and the implementation of the chatbot tool. An avatar was needed, and for that, the headquarters promoted a contest for that choice. As happened with Ipêzinho, at RNP, Flora, from Embrapa, had its name chosen based on an internal vote involving all employees. On 6/30/2022, FLORA (see image) was officially launched by the institution.

The beginning of all this work was guided by the initial review of Embrapa's service processes, where it was necessary to carry out a diagnosis using the “AS IS”/”TO BE” mapping, a technique that serves as a management tool and helps in the description and improvement of internal processes. 

“We conducted interviews with the main people responsible for the Embrapa units. We reviewed and remodeled the service process related to incidents, problems and requests”, says RNP's Project and Consulting coordinator, Rayza Rego.

With regard to the implementation of new tools, RNP provided support both in the survey of requirements and preparation of documentation and in the hiring itself, also accompanying the implementation of ITSM and the chatbot.

“Speaking of Flora (chatbot), specifically, we supported the survey of requirements that Embrapa needed, observing what the scenario was at that time and also in hiring. In addition, we support, both technically with the question of configurations and with the experience we had with the implementation of Ipêzinho at RNP. Now, regarding the look, we made a point of leaving it up to them, because it is their own solution. It wouldn't be up to us to say what Embrapa looks more or less like”, explains RNP's Operations coordinator, Murilo Santos.

Embrapa's Vision

“In the new service project, we changed the focus a lot. In the past, the focus was on everything via the Service Center, now we have several other tools that were delivered during the project, which are also services, but which do not necessarily operate from an open call. All these changes that happened were to provide benefits to users, aiming that they have a better satisfaction when seeking IT support and today this is visible, and we did not have this perception before. Comparing, the differences are clear”, emphasizes the supervisor of Embrapa's IT Services Center, Aliomar Mariano Rêgo.