This study aims to present the actions and strategies of the Public Defender's Office of the

State of Amazonas (DPE-AM) to carry out its ordinary activities in the context of the COVID-19
pandemic, especially in the face of the context of segregation and suspension of face-to-face
activities. Since the virtualization of processes, the implementation of other tools has been
rushed, considering the urgency and need to maintain services, as in the case of DPE-AM, it has
had to adapt to a new context and reality. Therefore, in this research, the analysis is based on
bibliographic data provided by the DPE-AM, as well as interviews with social actors who work
in the service in question. We intend to learn about the process of adaptation and insertion of
new information and communication technologies (ICTs) as an alternative for the continuity of
the ordinary activities of the DPE-AM, to verify the characteristics of this social process and the
emergence of a new contextualized reality, that is, app-based defense. As such, we realized
that technology has brought an increase to the public service, making it possible for the service
to continue. However, we also realized that the target audience for this service is economically
fragile people, who have had major problems with access to the internet and handling the
technology used.

This study presents actions and strategies of Amazon Public Defender (DPE-AM)
to execute their ordinary activities in the COVID -19 pandemic period, mostly in front
of the segregation and suspension of work in person. However, the change movement
had been operating gradually, mainly when the justice processes were virtualized, but
when COVID-19 came, the implementation of other tools were done in a hurry,
considering the urgency and needs of service maintenance, like in the case of the DPE-
AM. So, in this research, it was analyzed the data provided by DPE-AM and interviews
with social actors that work in the comment service, and we intend to know the
adaptation process and the inclusion of the new technologies as alternative for the
continuity of ordinary activities in the DPE-AM, consequently, we intend somehow,
verify the characteristics of this social process and the emergency of a new
contextualized reality, in other words, public defense working by app. Consequently,
we realized that the technology add a new increase to the public service enabling
continuity of service and also noticed that the target public of this service are
economically fragile people, that had big problems with internet access and
management with the technology used, therefore, the mechanism used wasn't enough
and good to keep the service quality.