Igepps prepares Service Letter to facilitate access to rights guarantees and social control

Reducing the time between analysis and granting benefits is the goal of the Service Letter, developed by the Institute of Social Security and Protection Management (Igepps) and aimed at active public servants, state retirees, and society in general.

The manual aims to ensure that the clientele — active employees, retirees, pensioners, and other citizens — have full knowledge of the services offered by the Institute, how to request them, what documents are required, and the response times, reducing doubts and increasing efficiency in service.

"The Letter will guide the user on how to request services and follow the process until the request is fulfilled," explained Josias Pereira, one of the Igepps technicians involved in the preparation of the informative document.

The Letter is also essential for streamlining the Institute's internal procedures, providing all the steps for the user to adequately present the required documentation and request services. With this, Igepps aims to further reduce the number of processes with documentation pending, a significant obstacle in the process of granting social security benefits. Currently, a request for a death pension can take up to six months to be granted due to the absence of mandatory documents.

“Our expectation is to reduce this time to a maximum of 90 days, as the Service Letter will bring all the information for the speed of the process,” reinforced Mirian Kahwage, ombudsman of Igepps and responsible for structuring the document, along with technicians from all sectors of the agency, who participate in workshops for the preparation of the Letter.

"The workshops are very productive, allowing us to align information, exchange ideas and experiences with colleagues, and standardize how we present our services, making everything more organized and consequently ensuring clarity for effective servers," pointed out Jean Naiff, a member of the Collection and Inspection Coordination (Coaf).

The work continues at a fast pace with the goal of finalizing the document for publication on the Igepps website by October. In addition to providing greater clarity on the agency's obligations and commitments, the Letter also allows the population to oversee the Institute's actions, promoting greater social participation and contributing to the improvement of social security public policies.

At the Igepps in-person Service Center in Belém, insured individuals are waiting for the news. "I believe it will improve the speed of service, because whenever we go to resolve something, it ends up being many back and forth trips, both here and at the secretary where my mother worked. So now we can have a faster response to what we came to resolve,” said Luciana Teixeira, daughter of a retired teacher, who accompanied her mother during the service at the Center.

The initiative reinforces Igepps' actions in the continuous improvement of services and the humanization of care.

“With this new service available to active and inactive servers and society in general, Igepps aims for efficiency and speed in the processing of social security processes, while allowing social control and transparency of the agency's activities,” highlights Washington Albuquerque, president of the Institute, who also emphasizes: “More than an informative document, the Letter represents a commitment to efficient, fair, and accessible public management.”