INSS – Strategic Actions for Service

Delivery
September 2019
 Brazilian Social Policy Implementation Agency
Manages social security and assistance benefit granting in Brazil
 Brazilian Social Policy Implementation Agency
Manages social security and assistance benefit granting in Brazil
AMERICA’S LARGEST POPULATIONS

1º
1 2º 3º 4º

UNITED STATES BRAZIL MEXICO 90 M

327 M 209 M 129 M Insured
AMERICA’S LARGEST POPULATIONS

CANADA 36 M
37 M beneficiaries
INSS NUMBERS

35 M Beneficiaries + 55M insured

R$ 49 B (€ 11B) In monthly benefit payments

1M New applications per month

6.6 M Received calls per month in call centers

3.8 M Monthly in-person attendance

24 K Civil servants

1.697 Local offices and 109 management offices

MAIN ISSUE: GROWING WORKFORCE DEFICIT

From 33k
Total Active Civil Servants to 25.7k
servants

44 % da Rede
conta com até
5 servidores!
 Application Front

Digital Transformation Collaborative Service Delivery

 SERVICE DELIVERY DIGITAL TRANSFORMATION
300000
Meu INSS (app)
M3 M4 135 (call center)
250000 19/06 10/07
235227 Local Offices

200000
189206

M2
150000 29/05
M1
137517
13/05

100000

50000
46099

18027

0
0
01 a 15/abr 16 a 30/abr 01 a 15/mai 16 a 31/mai 01 a 15/jun 16 a 30/jun 01 a 15/jul 16 a 31/jul 01 a 15/ago 16 a 31/ago
“MEU INSS” APP

• CNIS-based KBA

• Benefit calculator

• CNIS registry
information and editing

• Benefit application

• Application interaction
CALL CENTER DIGITALIZATION

• 22.7% calls concluded

automatically

• Benefit application
CURRENT IN-PERSON EXCLUSIVE SERVICES

Medical Social
Assessment Assessment

Document
Proof of Life
Presentation
 AVERAGE WAITING TIME (IN DAYS) FOR APPOINTMENTS
65

54
55

45

35

25

15

7
5
ago-17 set-17 out-17 nov-17 dez-17 jan-18 fev-18 mar-18 abr-18 mai-18 jun-18 jul-18 ago-18 set-18 out-18 nov-18 dez-18 jan-19 fev-19 mar-19 abr-19 mai-19 jun-19 jul-19 ago-19
 BIOMETRY

In PoC: Life proofing

through phone app
COLLABORATIVE SERVICE DELIVERY

• MODULARIZATION: SEPARATE FRONT AND BACK-

OFFICE SERVICES

• CHANNELED DISCRETION IN FRONT OFFICE

• CROSS-SECTORAL NETWORK FOR FRONT OFFICE
SERVICES

• SHARED GOALS
• REDUCTION OF CITIZEN’S COSTS
 APPLICATIONS THROUGH COLLABORATIVE NETWORK
120000

100000
92887
88715

80000

60000

40000

20000

0
01/2019 02/2019 03/2019 04/2019 05/2019 06/2019 07/2019 08/2019
 Caseworking Front
Automatic Case Decision Benefit Granting Analysis Centers - CEABs

High Performance Analysis Centers -

Performance Bonus
CEAPs
CONCLUDED APPLICATIONS

597 K 648 K 827 K 932 K

JAN MAR JUL AUG

 9K
2018 (monthly average)

AUTOMATIC
CASE 79 K
DECISIONS MAY 2019

132 K
SEPTEMBER 2019
APPLICATIONS AND CONCLUSIONS APPLICATIONS AND CONCLUSIONS
AUGUST 2018 AUGUST 2019

958 K 932 K
874 K
823 K

APPLICATIONS CONCLUSIONS APPLICATIONS CONCLUSIONS

 Obrigado!
Kiitos!
Luiz Henrique Alonso de Andrade
luiz.alonso@inss.gov.br
www.inss.gov.br