How the Brazilian National Treasury modernized its service channels with AI, Dynamics 365, and the Power Platform
The Brazilian National Treasury Secretariat (STN) is the financial brain of the federal public administration. With operations that impact everything from municipalities to ordinary citizens, its work demands strict control, institutional efficiency, and the ability to scale service with intelligence and security.
With this focus, STN decided to completely transform its service channels — resulting in a modern, automated, and replicable structure built with Microsoft Dynamics 365, Azure, Power Platform and supported by Smart Consulting.
The challenge: serve more and better, with less operational effort
With increasing demands, diverse users, and the need to maintain national standardization, STN faced operational bottlenecks that compromised the experience of both agents and users.
Most services were handled manually, without system integration and with limitations in scalability, traceability, and automation.
The goal was clear: transform service channels with a focus on experience, automation, intelligence, and governance — all with a secure approach tailored to the public sector reality.
The strategy: generative AI, multi-agent bots, and Dynamics integration
STN structured its strategy based on Microsoft technologies and a microservices-oriented architecture. Highlights of the solution include:
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Dynamics 365 Customer Service as the central hub for service and ticket management
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Azure OpenAI for conversational intelligence, with governance control via internal gateway
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Multi-agent virtual bots capable of executing programmatic operations, generating analyses, and responding with real-time data
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Integration with STN’s microservices bus, connecting the solution to the institution’s core systems
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Update center via Microsoft Teams, allowing internal staff to interact with processes and approve requests quickly and securely
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Adoption of Microsoft Fabric and Power Automate, promoting automation democratization among business specialists
With these actions, STN was able to transform previously fragmented processes into a fluid, traceable, and highly scalable experience.
“The key differentiator was the ability to adapt technology to our reality, with intelligence, governance, autonomy, and flexibility,” said one of the project managers.
Achieved results
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Significant reduction in the need for human intervention in first-level services
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Automation of recurring tasks, freeing staff for more strategic activities
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Improved speed and accuracy of responses through notifications centralized in Microsoft Teams
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Full traceability of requests, with control and security via internal gateway
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Creation of an integrated and accessible knowledge base, with reliable operational indicators
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Empowerment of specialists with low-code tools, without exclusive dependence on IT
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Rapid and spontaneous adoption by other areas, proving the solution’s scalability and ease of replication
The impact of the transformation was not limited to the service area: today, several STN departments already use the solution as a model for their own workflows, accelerating institutional digitalization.
Smart Consulting’s contribution
Smart Consulting is a strategic partner in public and private projects involving digital transformation with Microsoft technologies. With a focus on tangible results and compliance with public sector security and governance guidelines, we helped STN turn a complex challenge into a modern, secure, and scalable solution.
Want to transform your service channels with intelligence, security, and real impact?
Talk to specialists who understand the reality of the public sector and large operations. Learn how Smart Consulting can help your institution innovate with responsibility and efficiency.
