Os impactos da plataforma gov.br na prestação de serviços ao cidadão: uma revisão sistemática da literatura

Abstract

The digital transformation in Brazilian Public Administration, driven by Gov.br platform, has modernized processes and integrated public services. Therefore, this research aimed to analyze the evidence presented in the scientific literature on the impacts of digital transformation, through the Gov.br platform, on the modernization and efficiency of public service delivery to Brazilian citizens. To achieve this objective, a Systematic Literature Review was conducted using the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) protocol as a methodological instrument. Data collection took place in the SciELO, Spell, and CAPES Periodicals Portal databases, considering publications in Portuguese from 2019 to 2025. After the identification, screening, eligibility, and inclusion stages, eleven studies were selected for qualitative analysis. The results demonstrate that digital transformation in the Brazilian public sector has contributed to reducing bureaucracy, increasing administrative efficiency, integrating public services, and improving the user experience. The studies analyzed also demonstrate that the Gov.br platform promotes practicality, accessibility, and time savings for citizens, in addition to strengthening the modernization of public management. However, challenges remain related to digital inclusion, the standardization of services, and the need to expand the digital maturity of the Brazilian public administration. Thus, it is concluded that the Gov.br platform represents an important instrument of digital transformation in Brazil, contributing to a more integrated, efficient public administration focused on the needs of society.