TRANSFORMATION OF TELLER/COUNTER SERVICES USING MODERN MOBILE DIGITAL INFORMATION TECHNOLOGIES

Abstract

The paper considers, proposes and describes the possibilities and ways of transforming teller/counter services using modern and mobile information technologies in order to increase the efficiency of such business. The shortcomings of the traditional teller/counter services are pointed out, and the reasons that will lead to the transition to a modern automated way of providing teller/counter services, without the physical presence of a person, are presented. Then, various variants of partial or complete automation of teller/counter services using modern mobile information technologies are considered. The impact of the pandemic on accelerating the online working and services is mentioned. Then, ways of transforming teller/counter business are proposed and described, through several variants, such as the use of intelligent digital teller/counter terminals and the application of remote online services, through several practical examples. Factors that influence the limitation of the degree of automation and what needs to be done to overcome these limitations are highlighted. Groups of users are profiled who, according to their objective and subjective reasons, will use certain types of automation of teller/counter operations. Appropriate intelligent multifunctional devices are presented, which are already used in some areas as a transitional solution in the automation of the provision of teller/counter services.

Keywords

• teller/counter services
• business transformation
• process automation and robotization
• modern and mobile information technologies
• pandemic
• universal multifunctional digital devices
• mobile banking
• digital signature