Desafios e oportunidades no uso da plataforma SOUGOV.BR : uma análise na perspectiva de servidores públicos aposentados e pensionistas

Abstract

Introduction: The advancement of Information and Communication Technologies (ICTs) has transformed Public Administration, promoting the use of Electronic Government. However, digital exclusion remains a challenge, especially among the elderly. In this context, the SOUGOV.BR application was launched in 2021 with the aim of centralizing and simplifying services for federal public servants of the Executive Branch. At Uf, alesthough adherence to the application is high, many retired public servants and pensioners — mostly elderly — continue to seek in person assistance for demands that could be resolved digitally through the platform. Given this scenario, the research problem was defined as: What are the challenges and opportunities, from the perspective of retired public servants and pensioners, in the use of the SOUGOV.BR platform? The general objective is to analyze, from the perspective of retired public servants and pensioners, the challenges and opportunities in using the SOUGOV.BR platform. As for the theoretical framework, the study is grounded in concepts of Electronic Government and related developments. Methodologically, the research follows a qualitative and quantitative (quali-quantitative) approach, and is classified as descriptive and exploratory. Data were collected through participant observation, bibliographic and documentary research, a survey applied to retirees and pensioners aged 60 or older, and semi structured interviews with public servants working in the service area. The analysis involved descriptive statistics, content analysis, and document analysis. The results The results showed that the most frequently used services by retirees and pensioners aged 60 and over on SOUGOV.BR are pay slips, income statements, proof of life, personal data updates, payroll loans, and supplementary health benefits. Among the main challenges were low familiarity with technology, fear of online fraud, difficulties accessing the platform via GOV.BR, and the app’s low intuitiveness. Reported benefits included agility, convenience, and reduced need for travel, although preference for in-person service remains. Interviews with DGP staff confirmed these findings and highlighted the importance of human support. Suggested improvements include maintaining in-person service, creating a simplified interface for older adults, developing tutorials and training sessions, establishing an official information channel, and granting greater local autonomy to assist with access