Our relations with these customers are managed by three different departments depending on the type of product or service provided.

The banknote and coinage sales department is responsible for our contract with the Central Bank of Brazil, which determines the level of demand for Brazilian currency, as well as for our contracts with foreign agencies for the production of circulation banknotes and coins. This department is also responsible for the planning, oversight, coordination and control of medals sales and customer relationship management.

The banknote and coinage department’s most significant project in 2015 involved meeting demand from the Rio 2016 Olympic and Paralympic Games. This included producing commemorative coins and developing the designs for medals and other articles for the Games (read more in The Mint and Rio 2016). In addition to regular interaction with the Central Bank of Brazil (which includes sales of commemorative coins), the Banknote, Coins and Medals Sales Department is also responsible for our relationship with the Central Bank of Argentina (which has commissioned the production of 100 pesos banknotes by the Mint) and has initiated negotiations toward the supply of circulating currency to Paraguay and Venezuela.

The passport and security print sales department is responsible for our relations with the Federal Police Department and the Ministry of Foreign Affairs, which control the production and issuance of Brazilian passports. It also supplies security print materials to more than 30 customers.

The first samples of Brazil’s new 10-year passport were delivered in 2015. This department also coordinates sales of smart ID cards with digital certification. A number of new products and services with unique security and production-process features were developed in 2015/2016. These were presented to potential customers, especially in the Midwest and South of Brazil, where most of our government and private customers are located. One of our competitive differentiators in this market is the Mint’s reliability and expertise in security print and confidential data storage.

The Revenue stamp department primarily supplies products to the Federal Tax Authority. In 2015 the Mint initiated an important study on logistics systems. Revenue stamps, which currently are delivered to the Federal Tax Authorities, will now be distributed directly to taxpayers. As part of our efforts to expand our customer base, we have further developed our offering of revenue stamp solutions and services.

Satisfaction survey [G4-PR5]

Every year, the Mint conducts a satisfaction survey with our primary customers to measure our performance during the fiscal year and inform improvements as part of the PDCA cycle.

The satisfaction survey methodology consists of tabulating data from questionnaires to provide arithmetic metrics in an impact matrix that weights significance versus satisfaction. In 2013 and 2014, survey questionnaires were answered by the Federal Tax Authority, the Federal Police Department, the Ministry of Foreign Affairs, the Brazilian Postal Service, the Central Bank of Brazil and the Federal Council of Medicine. In 2015, the Civil Aviation Agency and the Federal Office for Legal Aid were included in the survey. Fundação Getulio Vargas (FGV) and Companhia Paulista de Trens Metropolitanos (CPTM) were included in 2016.

Satisfaction rates were shown to have improved in 2016, although not meeting the target rating.

After completing the survey, the Mint implements actions based on survey results to continually improve customer satisfaction levels.

Customer data security [G4-PR8], G4-DMA Customer privacy

All passport-related information is generated and stored in computer systems located in a vault that is monitored 24/7 and protected by access control, redundant assets and business continuity protection.

During the production process, information is reviewed and processed through systematic controls to ensure the validity and integrity of all issued passports. If any problems are identified in finished passports, there are standard procedures in place to ensure proper disposal and production of new passports.

In 2016, the Mint was certified to ABNT NBR 15.540 (Graphic technology – Management of security printing processes), attesting to our conformity to all requirements applicable to companies producing security print materials. The Mint is compliant with all government regulations on security printing, as well as conforming to industry best practice.

Any document losses during production or transportation are reported to the customer to ensure that the relevant document number is identified as lost. This ensures customers can determine whether a document is valid.

No reports of breaches or loss of customer data were reported to the Mint’s Ombudsman’s Office. The passport department received and confirmed 102 reports (11 in 2015 and 91 in 2016) of passports lost by third-party transportation companies. These losses represent approximately 0.04 % (2015) and 0.11% (2016) of the total number of passports shipped per year. Losses can be reported by the customer or by the Mint team.

The banknote and coin production department received no reports of breaches of customer privacy (Central Bank of Brazil). Privacy complaints are not relevant to the digital stamp department as the stamps are produced by customers themselves.