Banca de QUALIFICAÇÃO: BARBARA WERNER BARBOSA DIAS

Uma banca de QUALIFICAÇÃO de MESTRADO foi cadastrada pelo programa.
STUDENT : BARBARA WERNER BARBOSA DIAS
DATE: 07/02/2024
TIME: 15:00
LOCAL: meet.google.com/emd-cnsa-kac
TITLE:

INSS SERVICE PERFORMANCE POST DIGITAL TRANSFORMATION: STRATEGIES FOR IMPROVING THE PROVISION OF SOCIAL SECURITY SERVICES VIA MEU INSS

KEY WORDS:

Performance. Efficiency. Digital transformation. Digital government.

PAGES: 76
BIG AREA: Ciências Sociais Aplicadas
AREA: Administração
SUBÁREA: Administração Pública
SUMMARY:

This study aims to understand the digital service model of the National Institute of Social Security (INSS) post-digital transformation, proposing measures to enhance users' experience in social security services and, consequently, in the performance of Public Administration. The digital transformation, a program initiated by the Brazilian Federal Executive, has significantly impacted the provision of services and user access to digital systems. The study highlights the need to comprehend the implications of these changes on the performance of the INSS from the perspective of users. There is a lack of support and clarification provided to society at the time of the imposition of digital transformation, leading users to be compelled to deal with and learn to use the systems on their own. In this sense, it is proposed to improve "Meu INSS" so that users without skills in digital tools can understand the digital services offered through short explanatory videos. The research is qualitative and exploratory, based on primary and secondary data. The adopted methodology involved the construction of an analysis model, literature review, document analysis, and the application of an exploratory questionnaire. The objective is to understand digital transformation in the INSS and propose solutions for continuous improvement in social security service delivery, informing the population about the INSS's digital resources. The short-duration videos aim to instruct citizens on the proper functioning of the systems, seeking a well-informed social security administrative process and increasing the chances of recognition of social security rights, thus directly influencing the performance management concepts of the INSS.

COMMITTEE MEMBERS:
Presidente - 1999708 - RENATO LUIS PINTO MIRANDA
Interno(a) - 1121100 - ROSIANE CHAGAS
Externo(a) à Instituição - ANGELA CRISTINA ROCHA DE SOUZA - UFRPE
Externo(a) à Instituição - ANDREA YUMI SUGISHITA KANIKADAN - UNILAB