O Valor Público Construído por meio da Plataforma Digital meu INSS / The Public Value Created Through the meu INSS Digital Platform
Abstract
O presente estudo objetivou compreender como os serviços públicos prestados por intermédio da plataforma digital Meu INSS podem construir ou desconstruir valor público aos cidadãos. O estudo adotou a abordagem qualitativa para entender e descrever o valor público gerado pela plataforma Meu INSS. Os dados foram coletados por meio de entrevistas com 10 usuários do INSS. A análise de dados ocorreu por meio da análise de conteúdo. Os resultados mostraram que a plataforma Meu INSS foi um importante ator tecnológico na construção de valor aos usuários, principalmente pela agilidade, praticidade e comodidade de se consumir os serviços do INSS em âmbito digital. Ademais, as experiências negativas dos usuários com os serviços fornecidos nas unidades físicas do INSS ampliaram a importância que os cidadãos atribuíram à plataforma. Todavia, a desconstrução de valor por meio dos serviços digitais do INSS também aconteceu, principalmente por causa da dificuldade de usar a plataforma, erros técnicos, lentidão na navegação e suporte operacional inadequado. Por fim, esta pesquisa proporcionou uma avaliação dualista dos atributos positivos e negativos do serviço público digital prestado pelo INSS, mostrando que o significado de valor percebido pelos cidadãos foi dinamicamente construído e desconstruído durante o uso do serviço público digital.
Palavras-chave: Transformação Digital Governamental. Inovação Tecnológica. Serviço Público Digital. Valor Público. INSS.
ABSTRACT
The present study had the objective of understand how public services provided through the Meu INSS platform can create or deconstruct public value to citizens. The study adopted a qualitative approach to understand and describe the public value generated by Meu INSS platform. The data were collected through interviews with 10 INSS users. The data were analyzed through content analysis. The results indicate that Meu INSS platform was an important technological actor in the construction of value to users, mainly due to the agility, practicality and convenience of consuming the INSS services in the digital sphere. In addition, the negative experiences of users with the services provided at INSS agencies increased the importance that citizens attributed to the platform. However, the deconstruction of value through the INSS's digital services also took place, mainly because of the difficulty of using the platform, technical errors, slowness on the platform and inadequate operational support. Finally, this research provided a dualistic assessment of the positive and negative attributes of the digital public service provided by the INSS, showing that the meaning of value perceived by citizens was dynamically constructed and deconstructed during the use of the digital public service.
Keywords: Government Digital Transformation. Technological Innovation. Digital Public Service. Public Value. INSS.
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DOI: http://dx.doi.org/10.12819/2022.19.12.1
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