Article included in edition Volume 14 :: Nr.2 :: December 2018

Empirical Research

Digitalization of work at INSS: tensions and strategies of regulation in the implementation of the new service model

Sacha Pinheiro1, Marta Santos2 & Liliana Cunha3
(1) Faculdade de Psicologia
e Ciências da Educação,
Universidade do Porto
Rua Alfredo Allen,
4200-135, Porto
Portugal
sachapinheiro@gmail.com
(2) Centro de Psicologia
da Universidade do Porto,
Faculdade de Psicologia
e Ciências da Educação,
Universidade do Porto
Rua Alfredo Allen,
4200-135, Porto
Portugal
marta@fpce.up.pt
(3) Centro de Psicologia
da Universidade do Porto,
Faculdade de Psicologia
e Ciências da Educação,
Universidade do Porto
Rua Alfredo Allen,
4200-135, Porto
Portugal
lcunha@fpce.up.pt
Abstract

The scope of this paper is the digitalization of the service at the National Institute of Social Security – INSS, the federal institution in charge of implementing the Brazilian Welfare Services policy. Based on the framework of Work Psychology and Activity-centered Ergonomics, a field study has been carried out in order to understand the conditions under which the “Digital INSS Project” has been implemented and their impact on the activity performed by the public servants. It revealed the heterogeneity in terms of production control and resources to enable the appropriation of technological tools by the workers from different units. Given the intensification of work, the regulatory strategies try to balance the production demands and the health preservation. They do so through schemes to use the computer tools that confront these workers with additional workload, given the accomplishment of several simultaneous operations and the necessity to validate the work using paper, in the face of the unexpected generated by the digital support and the experience still to be built in its resolution.

Keywords digitalization, work activity, regulation strategies, technologies.