Gestão estratégica e inclusão digital: barreiras no acesso a benefícios previdenciários e propostas de simplificação

Abstract

This research examines the digital transformation of the National Institute of Social Security (INSS) in 2019, aiming to assess the progress, constraints, and socio-administrative effects on the bureaucratic simplification and accessibility of social security services in Brazil. The study analyzes the impact of the expansion of the Meu INSS portal, which digitized 90 out of 96 available services, in reducing in-person queues. However, it also highlights structural challenges, such as the digital exclusion of 32.9% of the population without internet access and technical failures that have undermined the system’s reliability. An exploratory-descriptive methodology was adopted, combining documentary analysis of institutional reports, statistics, and case studies on Meu INSS with a critical literature review linking public management, technological innovation, and social security law. The results indicate that digital transformation has been ambivalent, promoting efficiency in urban areas but exacerbating regional and social inequalities, especially among the elderly and rural residents, due to a lack of inclusion policies and infrastructure. A comparative analysis with international experiences revealed the importance of digital literacy, usability, and multichannel strategies for effective digitalization. Proposed measures include digital literacy programs, the expansion of telecenters, a hybrid service system, simplification of the Meu INSS interface, data integration, and regional policies to mitigate digital exclusion and ensure equity. It is concluded that the modernization of the INSS requires a balance between technological innovation and social inclusion, aligned with the constitutional principles of social security, to guarantee universal access to social security rights.