On Tuesday (May 12, 2026), Transparência Brasil released a report containing recommendations to improve communication between the São Paulo State Public Defender’s Office (DP-SP) and its clients. The document is the result of a partnership with the DP-SP’s Office of the Ombudsman, called “Open Public Defender’s Offices — Transparency and Social Participation,” and Transparência Brasil’s “Mais Defensoria” project.

The report began with a central question: What does a Public Defender’s Office user need to know to receive assistance? Based on the requirements of the Access to Information Act, Transparência Brasil created a list of items to evaluate the availability of information considered relevant from the user’s perspective. Each item is based on a guiding question, developed from feedback and data provided by the Ombudsman’s Office. The analysis examined whether each required item was available, to what extent, how easily it could be accessed, and whether the content was appropriate in terms of language, practical usefulness, and completeness.

The analysis was organized into two categories. The first assessed whether the institution’s mission, services, and operations are described clearly and accessibly. The second assessed whether basic information needed to ensure access to the agency is available in a simple and straightforward manner.

In the first area, formal information such as areas of jurisdiction, legislation, and organizational charts is available. Explanations in plain language are lacking on topics such as collective and extrajudicial actions. The result was 63% full compliance and 37% gaps. Even among the items that were filled out, 50% of the information was classified as inadequate for users’ needs.

In the second category, items such as office hours, services available by location, in-person scheduling, and services for specific groups—people in prison, women experiencing violence, people experiencing homelessness, and people with disabilities—were examined. The survey found gaps in 74% of the items and classified 83% of the available content as inadequate from the user’s perspective.

Difficulty accessing information was the main reason for complaints received by the Ombudsman’s Office throughout 2024, accounting for 36% of cases. Lack of information and difficulty making contact were the most frequent reasons among all those recorded during the period, accounting for 32% of complaints.

The profile of the clients served underscores the urgency of these changes. A satisfaction survey conducted by the Ombudsman’s Office in 2022 showed that 56% of those served by the DP-SP have a household income of up to one minimum wage. Another 27% did not complete formal education—2% reported being illiterate. The Public Defender’s Office primarily serves women (77%), 55% of whom are Black.

To address these gaps, the report recommends diversifying communication channels beyond written language, adopting simple and accessible language, strengthening oral communication as an institutional strategy, prioritizing in-person outreach in local communities as a means of providing information, ensuring transparency regarding the use of technology and artificial intelligence, and prioritizing in-person services.