Challenges and opportunities in the use of the
SOUGOV.BR platform: an analysis based on the perspective of retired public
servants and pensioners.
Name: PATRICIA CURBANI DE PIETRE
Publication date: 25/08/2025
Examining board:
Name |
Role |
|---|---|
| ADRIANA FIOROTTI CAMPOS | Presidente |
| GIOVANILTON ANDRÉ CARRETA FERREIRA | Examinador Externo |
| OSMAR VICENTE CHEVEZ POZO | Examinador Interno |
Summary: 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.
