Program to Reduce Citizens' Waiting List for Social Security Benefits

Queue Reduction Program!

Access to Social Security benefits is a fundamental right of Brazilians, but long waiting lines have challenged the system's efficiency.

Therefore, the program to reduce the waiting list of citizens for Social Security benefits emerges as a crucial initiative to modernize the services provided by the National Social Security Institute (INSS).

This text explores how the Benefits Management Program (PGB), established by Law No. 15,201 in 2025, is transforming the reality of millions of Brazilians, with innovative strategies, technology and incentives for civil servants.

Let's dive into the details, with practical examples, concrete data, and an analogy that illustrates the impact of this initiative.

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1. The Need to Reduce Queues: A Historic Challenge

The wait for social security benefits, such as retirement, disability benefits and Continuous Payment Benefits (BPC), has been a chronic pain for Brazilian citizens.

By mid-2023, the INSS queue had accumulated 1.8 million pending applications, with waiting times that, in some regions, exceeded 70 days.

This scenario not only frustrates policyholders, but also overloads the system, generating additional costs and widespread dissatisfaction.

So, the program to reduce the waiting list of citizens for Social Security benefits was conceived as a direct response to this crisis, prioritizing efficiency and dignity in service.

Imagine a congested bridge, where thousands of cars are waiting to cross, but only one lane is open.

In short, the analogy reflects the situation of the INSS before the PGB: a bottleneck that prevented the agile flow of processes.

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The program, therefore, works like the opening of new lanes, with capable servers and technology to accelerate the flow of requests.

Furthermore, the initiative not only focuses on reducing the backlog, but also on preventing new backlogs, with measures such as digitizing processes and prioritizing critical cases.

Why do millions of Brazilians still face queues to access their rights?

This rhetorical question leads us to reflect on the complexity of the social security system and the importance of initiatives such as the PGB.

With the enactment of Law No. 15,201 on September 10, 2025, the federal government signaled a commitment to modernization, but success depends on strategic execution and employee buy-in.

2. How the Benefits Management Program (PGB) Works

The PGB is a multifaceted strategy that combines financial incentives, technology, and operational restructuring to accelerate benefits analysis.

Initially established by Provisional Measure 1,296/25, the program focuses on administrative processes with a waiting period of more than 45 days or with expired judicial deadlines.

Furthermore, it prioritizes medical examinations in units scheduled for more than 30 days and document analyses performed outside of regular business hours, ensuring that daily service at the agencies is not compromised.

A practical example is the case of Maria, a 62-year-old rural worker who had been waiting for six months for her retirement to be analyzed in a city in the interior of the Northeast.

With the PGB, your request was included in a joint effort of forensic examinations, carried out in a temporary unit close to your home.

In just 20 days, Maria received approval for her benefit, avoiding long commutes and additional costs.

This approach demonstrates how the program not only reduces queues but also promotes social inclusion, especially in remote regions.

Furthermore, another pillar of the PGB is the use of tools such as Atestmed, which allows the granting of disability benefits based on documentary analysis, without the need for in-person examinations in many cases.

In 2024, Atestmed processed 3.7 million reviews, of which 1.3 million were referred for in-person examinations, significantly reducing pressure on INSS units.

Thus, the program combines technology and human effort to create a more agile and accessible system.

Table 1: Main Components of the PGB

Component	Description	Expected Impact
Financial Incentives	Bonus of R$68 for INSS employees and R$75 for medical experts.	Increase productivity without compromising regular services.
Atestmed	Document analysis tool for disability benefits.	Reduce the need for in-person inspections.
Expertise Task Forces	Extraordinary services in areas with longer waiting times.	Accelerate analysis of critical cases and reduce queues.
Monitoring Committee	Monitors goals and suggests improvements to the program.	Ensure efficiency and transparency in execution.

3. Practical Impacts and Results Achieved

THE program to reduce the waiting list of citizens for Social Security benefits already shows promising results.

In 2024, the Social Security Queue Management Program (PEFPS), predecessor of the PGB, reduced the queue for medical examinations by 40,7%, increasing from 1.16 million to 687.7 thousand pending applications.

The average wait time fell from 70 to 43 days, with states like São Paulo recording just 25 days.

In short, these numbers reflect the impact of measures such as joint efforts and digitalization, which the PGB is now expanding and consolidating.

Consider the case of John, a 45-year-old metalworker who suffered a workplace accident and was dependent on temporary disability benefits.

Before the PGB, João had been waiting for a medical examination for four months, facing financial difficulties.

With the implementation of the program, his analysis was expedited through Atestmed, and he received the benefit in less than 30 days.

Thus, this example illustrates how the PGB not only reduces queues, but also alleviates the suffering of those who depend on these resources to survive.

Furthermore, the program establishes clear priorities, such as pre- and post-expertise settlements, survivor's pensions, and retirements, ensuring that the most urgent cases are resolved quickly.

The creation of the PGB Monitoring Committee, with representatives from the Ministry of Social Security, the Civil House, and the INSS, ensures that goals are monitored and improvements are continually implemented.

However, challenges such as server engagement and detailed regulations still need to be overcome to maximize results.

Queue Reduction Program: Challenges and Solutions for the Future

Despite the advances, the program to reduce the waiting list of citizens for Social Security benefits faces significant obstacles.

One of them is the high rate of duplicate orders, which represent about 21% of the applications, overloading the system.

Furthermore, strikes by civil servants and medical experts, such as those that occurred in 2024, temporarily impacted progress, increasing the queue during critical periods.

To overcome these challenges, the PGB relies on clear regulations and ongoing training for staff.

Another obstacle is regional inequality in waiting times.

While São Paulo and the South Region have averages of 25 and 27 days, respectively, states like Amazonas still face delays of up to 176 days.

To address this disparity, the PGB plans to expand joint efforts and mobile service units, bringing forensic examinations to locations where services are scarce.

Furthermore, integration with digital platforms, such as Meu INSS, allows citizens to monitor their processes in real time, reducing anxiety and the need for unnecessary travel.

Looking to the future, the success of the PGB will depend on its ability to balance technology and humanization.

Digitalization is essential, but it cannot replace in-person care in vulnerable communities.

Therefore, the program must continue investing in infrastructure, training, and transparent communication with citizens, ensuring that everyone has access to their rights without delay.

Table 2: PGB Challenges and Solutions

Challenge	Proposed Solution	Expected Benefit
Duplicate Orders	Educational campaigns and biometric validation in Meu INSS.	20% reduction in the volume of repeated requests.
Regional Inequality	Expansion of joint efforts and mobile service units.	Equalization of waiting times up to 30 days in the country.
Civil Servant Strikes	Labor negotiations and ongoing financial incentives.	Maintaining productivity even in adverse scenarios.

Frequently Asked Questions about the Benefits Management Program

The implementation of the PGB generated curiosity and questions among citizens.

To clarify the main doubts, we have compiled information in a practical table, based on official guidelines and the needs of policyholders.

Table 3: Frequently Asked Questions about the PGB

Doubt	Response
Who can participate in the PGB?	INSS employees and federal medical experts, with bonuses of R$68 and R$75, respectively.
Which benefits are prioritized?	Retirement, disability benefits, survivor's pensions and BPC with a waiting period of more than 45 days.
Does PGB affect regular care?	No, activities are carried out outside of office hours or in collective efforts, without affecting schedules.
How do I track my process?	Through the Meu INSS portal or app, with real-time updates.
Is the program permanent?	It has an initial duration of 12 months, with the possibility of extension until 12/31/2026.

The Role of Technology and Humanization in the PGB

Technology is the engine of program to reduce the waiting list of citizens for Social Security benefits, but humanization is its heart.

In this way, tools such as Atestmed and the Meu INSS portal allow millions of Brazilians to send documents and monitor processes without leaving home.

However, the reality of many policyholders, especially in rural areas or urban outskirts, requires accessible and empathetic in-person service.

For example, in riverside communities in the Amazon, where connectivity is limited, the PGB organizes traveling missions that take experts and civil servants to the most isolated regions.

In short, this approach combines efficient logistics with social sensitivity, ensuring that the program reaches the most vulnerable.

Furthermore, ongoing staff training ensures that service, whether digital or in person, is clear and respectful.

In the long term, the PGB can serve as a model for other public services, demonstrating that the combination of technology, incentives, and prioritization of critical cases can transform complex systems.

However, the program must maintain a focus on inclusion, ensuring that no citizen is left behind by technological or geographic barriers.

Conclusion: Queue Reduction Program

THE program to reduce the waiting list of citizens for Social Security benefits It is more than an administrative initiative; it is a commitment to the dignity of Brazilians.

In this sense, by reducing queues, speeding up assessments, and investing in technology, the PGB is paving the way for a fairer and more efficient social security system.

Although challenges such as regional inequalities and strikes persist, initial results, such as the 40.7% reduction in the expert queue in 2024, are encouraging.

The analogy of the congested bridge reminds us that with the right strategies, it is possible to clear paths and connect citizens to their rights.

Thus, the PGB not only solves an immediate problem, but also sets a precedent for the modernization of public services in Brazil.

In short, the future of the program will depend on its ability to adapt to citizen demands and maintain transparency and efficiency as central pillars.

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