A National Foundation for Indigenous Peoples (FUNAI) is the Brazilian government body responsible for protecting and promoting the rights of indigenous peoples. Its duties include carrying out identification and delimitation studies, demarcation and land regularization, as well as monitoring and inspecting traditionally occupied lands.
Despite its strategic importance, FUNAI faced significant challenges in the area of 1st level service, such as high response times, poor quality in the services provided, disorganized processes and a lack of clear criteria for prioritizing calls.
It was in this context that Montreal stood out and, in January 2017, began its activities as a service provider, having won the bidding process in two consecutive editions.
