Falcão, Roberto Flores2026-06-302026-06-302026ALMEIDA, Camila Xavier de. Atendimento judicial virtual para advogados nas varas de sucessões: estudo de caso na unidade de processamento judicial (UPJ) da comarca de Goiânia. Goiânia (GO), 2026. 132 f. Dissertação (Mestrado Profissional em Administração) - Centro Universitário Alves Faria, 2026.http://repositorio.unialfa.com.br/handle/123456789/798This dissertation investigates virtual judicial assistance provided to lawyers at the Judicial Processing Unit (UPJ) of the Probate Courts in the District of Goiânia, focusing on satisfaction, perceived quality, and service resolution within the context of administrative standardization and the digital transformation of the Judiciary. The general objective was to analyse how the standardization of virtual assistance impacts lawyers’ satisfaction, perceived quality, and service resolution from the users’ perspective in probate-related demands. Specifically, the study sought to identify how lawyers use digital service channels, the factors influencing their satisfaction, the operational barriers and frictions perceived in the use of these channels, as well as to propose applied guidelines and recommendations for improving the management and resolution of virtual assistance. This research is an applied case study with a qualitative approach, conducted at the Judicial Processing Unit of the Probate Courts in the District of Goiânia. Eleven lawyers with active registration at the Brazilian Bar Association – Goiás Section (OAB/GO), with professional experience in probate proceedings and prior use of at least one virtual service channel of the unit, participated in the study. Data were produced through semi-structured interviews conducted remotely, recorded with participants’ consent, and subsequently fully transcribed. The data were examined through thematic content analysis based on Laurence Bardin. The results showed that digital channels have been incorporated into lawyers’ professional routines, mainly due to the practicality of communication, the reduction of physical displacement, and the possibility of maintaining formal records of institutional interactions. Institutional WhatsApp emerged as the most frequently used communication channel among participants. However, the research demonstrated that satisfaction is not primarily centered on the mere existence of digital channels or on response time considered in isolation, but rather on the service’s ability to provide useful guidance, procedural predictability, effective forwarding, and perceptible impact on the progress of probate demands. The findings also revealed that standardized responses, lack of predictability regarding the internal progress of requests, and communication limitations between the service desk, clerk’s office, and judicial chambers negatively affect the perception of service quality. The distinction between responding and resolving emerged as one of the main empirical findings of the investigation, demonstrating that positive service evaluation is directly related to the institutional capacity to transform the initial contact into concrete, understandable, and applicable action within the procedural reality of the professional user. It is concluded that the standardization of virtual assistance contributes to the administrative organization of the unit and to the rationalization of internal workflows. However, satisfaction, perceived quality, and service resolution depend on the articulation between clarity of information, procedural predictability, institutional communication, and the effective capacity to respond to the demands presented by lawyers.ptAtendimento judicial virtualQualidade percebidaPadronização administrativaResolutividade