THE IMPACT OF DIGITAL TRANSFORMATION ON FINANCIAL INCLUSION: A COMPARATIVE ANALYSIS OF UKRAINE AND EU COUNTRIES

Inna Hnydiuk, Andriy Nikitishin, Olena Prutska, Lina Marshuk, Nataliia Timoshenko

Resumo


Objective: This study examines remote servicing in the services market, focusing on its effectiveness, technological foundations, and strategic importance for organizations.

Methods: The theoretical basis draws on academic research and expert studies on improving the efficiency and quality of remote servicing. The methodological approach includes systems theory, dialectical analysis, decision-making methods, economic analysis, mathematical programming, modeling, optimization techniques, analytical calculations, and expert survey and rating assessment methods.

Results: The study analyzed modern remote servicing technologies, identified key development trends, and clarified their strategic role for companies. It substantiated the advantages, disadvantages, and main challenges of implementing remote servicing, particularly in Ukraine. A procedure for constructing a balanced scorecard system was defined, and a methodology was developed to assess the impact of remote servicing implementation. A comparison of the total cost of ownership (TCO) between remote and traditional servicing was carried out, and revenue sources generated by remote servicing operations were identified.

Conclusion: A TCO model for remote servicing was created, enabling calculation of the costs associated with both remote and classical servicing based on departmental operational expenses. A methodology for comparing TCO was developed, considering both initial investments and ongoing costs over the evaluation period, as well as scenarios involving internal development or leased resources. The assessment of remote servicing as an investment project allows prioritization of company services according to coverage and effectiveness. The proposed technology for selecting mechanisms to enhance service efficiency and quality supports the identification of typical tasks and the economic justification for acquiring remote servicing solutions from external providers.


Palavras-chave


Remote Servicing; Indicators Of The Company; Planning Horizon; Economic Analysis.

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Referências


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DOI: http://dx.doi.org/10.21902/Revrima.v4i50.7748

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