The Resistance to New Methods for Obtaining the Digital Payment Statement among Retirees and Pensioners of the Mexican Social Security Institute in the State of San Luis Potosí

Abstract

The objective of this research is to determine whether IMSS retirees and pensioners adapted to the new mechanisms for obtaining their payment statements. The incorporation of new technologies into the different government agencies in Mexico has become unavoidable, given the guidelines established in national development plans and the dynamics of the contemporary world. The Mexican Social Security Institute (IMSS) has likewise sought to comply with legal provisions and technological mechanisms. However, previous experience shows that the impact of this change on users was not fully anticipated and that it also created difficulties for personnel who were not familiar with the use of new technologies.

After describing the current situation of retirees and pensioners in relation to the increasingly digital environment and analyzing the survey results, it was found that, although technological resources are becoming increasingly accessible, users still showed resistance to this new procedure. Despite the implementation of the digital system, approximately half of the retired and pensioned population continued to visit the retirement services office, which suggests that the process of adaptation to the new platforms is still underway.

One of the main limitations of the study is the lack of information regarding the specific reasons why some individuals did not receive or obtain their digital payment statement, as well as the barriers that prevent them from accessing it. This issue is particularly relevant among people over 70 years of age.