Executive Story ANAC: Post-Digital Government — Exponential Impact and Citizen Experience in Practice
Monday, 21 September, 2026 / 04:00 PM - 04:30 PM BRT
About the Session
This executive story sesson presents how the Brazilian National Civil Aviation Agency (ANAC) transformed its digital operations by implementing an innovative strategy based on Post-Digital Government, Total Experience, and Artificial Intelligence. Through multidisciplinary fusion teams, citizen-centered design, and a SuperApp platform built on microservices, ANAC overcame fragmented services and low satisfaction, reaching first place nationally in citizen-rated digital service quality. The transformation included eliminating intermediaries, process automation, reducing request rejections, and a leap in user experience, recognized by national awards and government benchmarks. The case shows how integrating strategy, architecture, operating model, and organizational culture can generate exponential and sustained impact, serving as a reference for public leaders seeking to evolve from isolated initiatives to a scalable innovation model with robust governance and safe AI adoption. It also details ANAC’s pioneering publication of the first federal government AI Strategy, promoting a decentralized and governed model for developing intelligent agents, preparing the agency for the future of agentic government.
