THE DIGITIZATION AND AUTOMATION OF THE INSS AND THEIR IMPACTS ON ACCESS TO SOCIAL SECURITY JUSTICE

Abstract

The digitalization and automation of services provided by the National Social Security Institute (INSS) represent significant transformations in the granting and management of social security benefits in Brazil. While these tools help streamline procedures, reduce the need for travel, and expand service channels, they can also create obstacles to accessing social security justice. This study aimed to analyze the impact of INSS service digitalization and automation on access to social security rights. Methodologically, this was a qualitative, descriptive bibliographic study conducted through the analysis of books, scientific articles, legislation, and institutional documents related to the topic. The results indicate that, despite the advances brought about by digital platforms such as "Meu INSS," barriers persist regarding a lack of internet access, difficulties in using technological resources, technical language, and a lack of adequate support. Furthermore, the study finds that automation requires transparency mechanisms, decision review processes, and human oversight to prevent errors and safeguard the rights of insured individuals. It is concluded that the technological modernization of the INSS must be accompanied by policies for digital inclusion, accessible in-person and telephone support, and measures ensuring the proper analysis of claims, so that technology contributes to the realization of social security rights without exacerbating social inequalities.