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The book is the faithful publication of the author's dissertation for a Professional Master's Degree in Public Organisation Management at the Federal University of Santa Maria. The study investigated the administrative processes generated by the Protocol Division of the Federal University of Santa Maria, with the objectives of identifying, standardising and proposing improvements to the procedural formation of a Federal Higher Education Institution (HEI), the qualification of the services provided to the community and the efficiency of public management. One hundred (100) types of documents were analysed, covering more than 93% of those filed, according to a survey of the period from 2000 to 2012. For each type of document (process), the research presented the legislation in force on the subject, the documents required to file the process, the minimum procedures necessary to fulfil its mission and their respective flowcharts. The results obtained from the research met the objectives proposed by the study and are contributing to the development of efficient institutional practices and, above all, making life easier for users.