Automação, IA e o impacto na eficiência do INSS

Resumo

Purpose: The main objective of this research is to identify and evaluate the impact on the efficiency of the activity of analyzing and deciding on benefit requests by the INSS, caused by the automation of the process of analyzing and deciding on such requests. Method: The Case Study was adopted as the research method, with analysis of qualitative and quantitative data. The analysis focused on the Management Reports and responses to formal queries to the INSS, via the FALA.BR platform. Findings: The results obtained indicate that the automation of benefit processing does not, by itself, significantly impact the efficiency of this processing, from the perspective of the Average Decision Time for benefit requests. Research limitations: Regarding the limitations of this work, we highlight the issues related to the generalization of the results and the period analyzed. Due to the fact that this is a single case study, the results and conclusions may not be generalizable to other institutions or contexts outside the INSS, limiting the applicability of the findings to other organizations. Regarding the period analyzed, from 2012 to 2022, this does not cover all the changes and developments in the process of automating decisions by the INSS, as it is an expanding process, in an initial phase. Applicability: The results of this research can assist in the making of managerial decisions by the public administration, especially by the INSS, contributing to its search for continuous improvement in the provision of services to Brazilian society, taking as a reference the efficiency aspect of decisions. Originality: Regarding the originality of the work, it is worth clarifying that the research carried out by focusing on analyzing the impact of the automation of the process of analysis and decision of benefit requests by the INSS, represents a specific and targeted approach to a contemporary and relevant issue in the institutional context.

Ficha do documento

Tipo

Dissertação

Ano

2023

Instituição

Fundação Getulio Vargas

Fonte

Repositório da FGV

Idioma

Português

Acesso

Acesso aberto

Identificador

oai:repositorio.fgv.br:10438/35848

Temas

Gestão PúblicaAdministração PúblicaTecnologia

Palavras-chave

AutomaçãoEficiênciaInteligência ArtificialTempo Médio de DecisãoServiço públicoAutomationEfficiencyArtificial IntelligenceAverage Decision TimePublic serviceAdministração públicaAdministração pública - AutomaçãoEficiência (Serviço público)Processo decisórioInstituto Nacional do SeguroSocial (Brasil)