Antes de tudo, eficiente! INSS digital e os desafios à criação de valor público para o enfrentamento à exclusão digital de pessoas idosas

Resumo

Purpose – This study promotes a critical reflection on the role of the public manager as a creator of public value in innovation processes, highlighting competitive tensions between costefficiency and social justice. It aims to discuss the relevance of the notion of public value for understanding and overcoming the undesirable effects of the digital divide on the exercise of citizenship by the elderly. Methodology – Qualitative descriptive research with an interpretive-critical approach, using the teaching case study as a pedagogical resource. The case was developed from an ethnography based on the researcher’s 'observant participation', mitigating bias through semi-structured interviews with other stakeholders, document analysis and consultation of secondary data, such as studies by established institutions and organizations, and news from official sources. Findings – The study findings suggest that the logic of cost-efficiency prevails in decisions regarding INSS Digital, to the detriment of values linked to Social Protection. This trend has exacerbated the grey digital divide, deepening social inequalities and restricting access to rights guaranteed by the welfare state. Research Limitations – Limitations include the construction of characters based on nonsaturated interviews and observations restricted to a single region. It was determined that the Teaching Notes should not further explore suggested topics, such as the impact of the Covid pandemic on digital acceleration and the quality of infrastructure investments for the transition from face-to-face to remote service delivery. Practical implications – This study provides resources for developing public policies that reconcile administrative efficiency and social inclusion, warning about the risks of an excluding digital transformation. Social implications – By provoking reflection on the role of the state in promoting digital citizenship, this teaching case emphasizes the need for policies that protect the elderly and fight exclusion and financial violence in the Digital Age. Originality – This teaching case is a kind of ‘ethnofiction’. It simulates a debate, expressing in its form the central notion of public value, adhering to deliberative democracy.

Ficha do documento

Tipo

Dissertação

Ano

2025

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/36952

Temas

Políticas PúblicasAdministração PúblicaTecnologia

Palavras-chave

Valor públicoTransformação digitalExclusão digital de pessoas idosasPolíticas digitaisDesigualdades em implementaçãoPublic valueDigital transformationGrey digital divideDigital policiesInequalities in policy implementationAdministração públicaInternet na administração públicaIdososInclusão digitalInstituto Nacional do Seguro Social (Brasil)