ICT-Driven Public Service Transformation of Social Security Systems in a Developing Country: The Brazilian Case

Abstract

This article reports on large-scale service transformation in the social security system in a developing country accruing from the use of information and communication technology (ICT) in recent years. In the context of the Brazilian case, it offers insights into how a developing country is extensively employing ICT to meet its socio-economic needs and circumstances. Here, it is provided an historical overview of experiences relative to re-engineering of processes and the expansion of Internet and multi-channel social security services. This paper examines ICT solutions from a functional perspective and it contributes to improve understanding of operational challenges faced by social security system in a developing country.