A decade ago, accessing public services in Brazil meant navigating fragmented systems, repetitive paperwork, and in-person visits to multiple government offices. Digital solutions existed, but they were siloed, difficult to scale, and costly – slowing service delivery and excluding millions of citizens. The digital platform GOV.BR was created to change this reality through a partnership between the World Bank and Brazil’s Digital Government Secretariat. What began with 20 million users has become the backbone of Brazil’s digital government, now serving over 170 million people, enabling 4,000+ federal services, supporting 370 million digital signatures, and generating R$12.98 billion in savings through secure, interoperable digital identity.
A diagnosis that sparked change
This began in 2019, in response to a request from the Brazilian government, the World Bank, through the Identification for Development (ID4D) initiative, undertook a comprehensive diagnostic assessment of Brazil’s identity landscape. This diagnostic was more than a technical report; it was a catalyst for change.
The ID4D diagnostic served two critical purposes:
- Stakeholder engagement: At the time, identity-related responsibilities were distributed across multiple agencies - civil registries, social protection agencies, financial institutions, and digital service providers. The diagnostic created a shared space for dialogue, bringing together diverse stakeholders around a common vision for a more integrated, inclusive, and interoperable digital ID ecosystem.
- Platform design support: When GOV.BR was still an emerging platform serving 20 million registered users, the World Bank supported the Digital Government Secretariat in shaping a broader vision for digital identity—one that extended beyond authentication to enable secure authorization, interoperable systems, and scalable credentials. This guidance informed the platform’s architecture, ensuring GOV.BR could grow safely and sustainably into a trusted digital ecosystem supporting millions of daily interactions.
From 20 million to 170 million: A digital leap
Today, GOV.BR stands as the backbone of Brazil’s digital government. With over 170 million users, the platform enables citizens to access hundreds of public services online—from filing taxes and applying for benefits to signing documents and verifying identity.
This exponential growth reflects more than technological advancement. It signals a shift in how citizens engage with government, built on usability, reliability, and trust. The platform’s success is rooted in its ability to offer secure, user-friendly, and interoperable services, supported by a tiered digital ID system, largely based on foundational biometric civil registries, that ensures appropriate access and authentication with different levels of security (bronze, silver, and gold).
The role of the digital government secretariat
The Digital Government Secretariat has played a pivotal role in turning vision into reality. By aligning technical standards, promoting interoperability across federal, state, and municipal levels, and prioritizing data protection, the Secretariat has helped build a resilient digital identity ecosystem.
Initiatives like two-factor authentication, device management, and electronic signatures have improved security and usability. The Secretariat’s commitment to transparency and collaboration has promoted adoption across public agencies. Brazil’s digital identity system emphasizes inclusivity, especially for those facing digital interaction challenges. Since 2023, the Digital Government Secretariat has been implementing the GOV.BR Citizen Service Counter project with states and municipalities, offering in-person services alongside digital channels. Currently, 124 service units serve communities with a total population of 34 million, underscoring the government’s efforts to ensure access to services for all citizens.
Scaling up support to Brazil
The initial engagement between the World Bank and Brazil’s Digital Government Secretariat not only laid the foundation for the GOV.BR platform but also catalyzed broader collaboration across the country. Building on the success of the ID4D diagnostic and the strategic partnership, the World Bank’s digital team expanded its support to several key operations at both federal and subnational levels, including initiatives in the states of Espirito Santo and Sergipe, as well as engagements with Caixa Econômica Federal and Serpro (Federal Data Processing Service).
These efforts demonstrate a growing commitment to scale digital transformation across different levels of government and institutions. By leveraging the lessons learned from the GOV.BR experience, World Bank was able to tailor support to local contexts, enhance service delivery, and promote interoperability and citizen trust. This expansion underscores the strategic impact of the initial partnership and highlights Brazil’s readiness to lead in digital innovation and public sector modernization.
A model for inclusive digital transformation
Brazil’s journey offers valuable lessons for countries seeking to modernize their identity systems. The partnership with the World Bank exemplifies how international collaboration can accelerate national development goals. By grounding digital transformation in inclusive design, stakeholder engagement, and global best practices, Brazil has positioned itself as a leader in digital transformation.
As GOV.BR platform continues to evolve, the focus remains clear: expanding access, improving service delivery, and safeguarding citizen data. The story of Brazil’s digital ID ecosystem is not just about technology—it’s about empowering people, strengthening institutions, and building a more connected and responsive society.