ICT-Driven Public Service Transformation in the Brazilian Social Security System

• Autores: Gabriel Cavalheiro, Luiz Antonio Joia, Richard J. Welke, Ajantha Dahanayake
• Localización: EJISDC: The Electronic Journal on Information Systems in Developing Countries, ISSN-e 1681-4835, Vol. 46, 2011
• Idioma: inglés
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• Resumen

  • 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 reengineering 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.