Inclusão ou exclusão digital? : desafios enfrentados pela virtualização dos serviços ofertados pelo INSS.

Abstract

This paper analyzes the duality of the digitalization of the services of the National Institute of Social Security (INSS), investigating whether this modernization results in digital inclusion or exclusion for its policyholders. The central problem of the research questions how the digital National Institute of Social Security provides inclusion or exclusion to its policyholders. Therefore, the general objective is to understand the positive and negative perspectives of systemic computerization, comparing the benefits and problems of the virtualization of the services of the Social Security Agency. In addition, it analyzes the historical evolution of Social Security in Brazil, focusing on the transformation of benefits and the role of the INSS, especially via platforms such as Meu INSS; verify the number of people without access to the internet or with digital illiteracy; and demonstrate the “harms” and “benefits” of this change. In addition, the deductive research method was used, starting from the analysis of Social Security and the virtualization of INSS services, with a bibliographic research technique in secondary sources such as articles and legislation. It is concluded that, although digitalization promotes efficiency, it imposes significant challenges on vulnerable groups, requiring policies that balance modernization and universal access, such as maintaining face-to-face channels and digital training programs.