Questions/Answers

The INSS Digital Project - a new way of meet (ID) was the reaction of the brazilian INSS (National Institute of Social Security) to the need to modernize the service, as well as to improve access to the services of the Autarchy to the citizens. Based on the unification of more specific projects and empirical experiments undertaken by the INSS (DIRAT) Attendance Department, the initiative follows the trail of recent trends in the provision of electronic services, called e-Services, and promotes the application of the information technology to the intersectoral collaborative implementation of public policies. It´s based on on line platform to acess the services of brazilian national social provision, called "Meu INSS" (My INSS). The new systematic allowed INSS to reduce the waiting time for the processes of the INSS, gave publicity to citizens who now have access to their social security extracts and requests for online benefits, and also facilitated access to the system for about 70 million Direct social welfare contributors.

With the digital INSS the processes become electronic, not generating more processes in roles that generated beyond the use of this input the need for physical storage (which used the resources of the pension fund to maintain physical files and their maintenance). The project has also brought transparency and control on the part of the entire population and internal and external compliance agencies as now the processes are accessible to their stakeholders. The project also promotes the digital inclusion of the Brazilian population to a fundamental public service.

Goal 9: Industry, innovation and infrastructure. This goal is obtained while modernized and closed the use of processes in the physical environment of the largest municipality in the Brazilian federal government. The INSS attended every year about 40 million people in person and generated about 8.400.000 processes each year, each with 20 pages of paper on average. This amount generated 168 million pages of paper a year. This equates to 8.400 trees per year. Goal 11: Sustainable cities and communities. With the potential reduction of paper processes that consumed about 8.400 trees a year the digital INSS project abruptly reduces the demand for this natural resource. It also reduces the physical buildings and their maintenance to guard these files. Goal 12: Responsable production and consumption. As the largest institution of the Brazilian federal government, the INSS is a major consumer of inputs such as paper, energy and others. With the digital INSS project, the institution seeks to reduce its consumption of paper to zero and therefore be a more resilient institution in the face of new global demands. Goal 13: Climate Action. ith the reduction of consumption of inputs as paper intends the INSS Barger not only contribute directly as a consumer of resources but bring example to the other public and private institutions as well as the local and state governments beyond the more than Hundred public companies of the Brazilian federal government. The impact of deforestation is known from the international community and as a major nation of tropical forests. The Brazilian role mainly has forests and forest of the Atlantic biome for which deforestation reaches today 95% of the original vegetation cover. Goal 16: Peace, justice and Strong institutions. INSS is the most judicially processed institution in Brazil. We believe that, in large part, the lack of quality of its benefit processes is a consequence of the transparency previously lacking in these procedures. The digital INSS makes the processes and procedures available to online stakeholders, 24 hours a day, as well as government reporting agencies beyond the Public Prosecutor's office. Goal 17: Partnerships for the goals. The digital INSS project is based on the signing of agreements with all major social security stakeholders such as: unions, associations, lawyers, etc. It therefore recognizes the need for multilateral solutions.

The INSS administered since 1991 the Brazilian social security. Brazil has about 70 million citizens covered by social security. Of these, approximately 35 million people receive social security benefits. The institution administers the conditional benefits. In about 40% of the Brazilian cities the pecuniary amount paid by the INSS is the main source of income and resources of the municipality, thus acting as a large income distributor. More than half of the recipients of benefits are women. The Institution pays benefits for widowhood, death, old age, pregnancy and involuntary unemployment. It is present in all Brazilian territory and has several agreements and cooperation agreements including with international organizations. The digital inss project introduced the electronic process model in the organization, eliminated the existence of physical paper processes, gave publicity and transparency to the benefits processes, brought greater compliance and ease to the control bodies. It also facilitated the access of indigenous populations, smaller cities and distant capitals where there is no physical agency of the INSS. The potential of the initiative can, for example, reduce the social security gap that exists between Brazilian states (while Rio Grande do Sul has 25% of the population receiving benefits from INSS, Amazonas has only 6%, due to the difficulty of access to the INSS).

Digital inss was the first electronic and service process project of social welfare agencies in Brazil.

The Digital INSS innovation is an adaptation from other organisms and Institutions like brazilian federal Justice. However, this type of project has never been implemented in the country in such a large body (there are more than 1,700 offices nationwide). Likewise in no Brazilian institution with so many attendances performed a year similar experience had been implemented.

The initiative is completely adaptable to other local, regional, national or even international contexts. Correctly, the project also allowed for the initial automation of the analysis of the benefits processes, which can be expanded to almost all processes with decisions completely taken by computers. Virtually any social security system can be adapted to the e-service model, paperless processes, transparency and then fully automatic recognition of rights.

The digital INSS project was implemented with only R$ 1.4 million (the initial budget of the project was R$ 5 million, but its execution was reduced to 3 times less without prejudice to the activities and with the execution of the anticipated steps in relation to the schedule original). We used the human resources already existing in the institution, there was no hiring of external people or services. The beginning of activities took place in November 2016 and today it operates in its almost full capacity with 1,500 of the approximately 1,700 agencies operating in the digital model.Throughout the implementation of the project were involved directly with activities of implantation and expansion about 200 public servants all of INSS and some of the IT company of the Brazilian federal government: Dataprev.

The initiative is sustainable since it eliminates the use of paper in the constitution of the processes of administrative benefits in the INSS. There are about 8.400.00 processes per year that are no longer constituted in physical environment, failing to use 168 million pages of paper per year, failing to topple between 8.400 and 9.000 trees per year. Among all the inputs in the INSS budget per year, the paper was the one that demanded the largest budget.

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The project was evaluated internally and externally. Internally through an experience report of the INSS Presidency of October 2018 and externally by actions and processes of the Federal Comptroller's Office (a type of Brazilian compliance ministry).

In the internal evaluation, special indicators such as the average time for granting social security benefits and the number of social security cases completed were listed. In both cases the Institution improved its delivery to society for both indicators even losing a high number of civil servants as set out in the October 2018 experience report and which is part of this application process. Allied to digital inss the institution undertook a program of bureaucratization that allowed the organization to have today its highest historical productivity even having the lowest historical number of public servants. Externally the main indicator observed was regarding electronic data security and the possibility of fraud. The General Comptroller of the Union through its reports concluded for the security of the system and granted its permission (since it is a deliberative body and with police power) to continue the project.

The Federal Comptroller General's Office allowed the continuation of the project because it was considered safe enough. In the internal scope the INSS today has its greatest historical capacity to complete processes with the lowest historical amount of servers. Five years ago, the organization had 39,000 civil servants and completed around 600,000 benefits every month. After the INSS digital, the institution that now has 32,000 public employees completes 900,000 cases per month. In summary: the institution now has 18% fewer public employees and produces 33% more social security benefits processes with the INSS digital and now without using paper.

As is clear from the original project (which is included in this English translation), one of its premises is the partnership between public and private agents in Brazil. Rural workers unions, urban workers 'unions, employers' unions, state and municipal governments, associations of lawyers, etc. are all agents with which INSS has signed agreements and technical cooperation agreements to provide credentials and use e-Services as the online platform "my inss". For details see the attached draft chapter 1, subitem 1.2 and 1.2.2. For the first time in its history, INSS has agreements and technical cooperation agreements with more than 1,000 entities, unions and regional governments in Brazil.

The initiative demonstrated to INSS and the Brazilian government in an unequivocal way the clear clientele and national social security demand. The institution had the opportunity to adequately measure how much society had a suppressed demand for its services. The advantages of approaching social and social security stakeholders were also clear. The approach has led to less bureaucratic and faster welfare benefits. The abrupt loss of public servants that the Institution has suffered in recent years has forced the INSS to manage its institutional knowledge as well as to bureaucratize its procedures, automate procedures and use the systematic E-services.