O desempenho do atendimento no INSS pós-transformação digital: estratégias para melhoria na prestação de serviços previdenciários via meu INSS

Abstract

This study aims to analyze how digital transformation impacts the performance of INSS services, identifying key challenges and areas for improvement, with the goal of proposing effective solutions based on a detailed diagnosis. Digital transformation affects service delivery and system access, highlighting the need to understand the implications of these changes on INSS performance from the users' perspective. The research is qualitative, descriptive, and exploratory, based on primary and secondary data. It involved creating an analysis model, literature review, document analysis, and structured questionnaire application, which aided in developing the diagnosis. Findings revealed insufficient support during this transition, forcing users to learn to navigate the systems independently. Based on the diagnosis, the study proposes improvements to the Meu INSS tool, guiding citizens on the proper functioning of systems, ensuring well-informed administrative processes, and increasing the likelihood of recognizing rights, ultimately improving INSS performance management.