Electronic Queue Management System In Commercial Banks In Conditions Of Economy Digitalization

Abstract

In context of digitalization of the economy, credit institutions need to effectively manage client flow using the electronic queue management system. The article considers the main concepts and composition of the electronic queue, worldview goals of the development of a digital platform in banks in the Russian Federation. Steps of queue management in banks in all areas of activity of credit institutions are presented. Process description is given and software and hardware complex of electronic queue control system is considered. The implementation effect and functionality of the electronic queue management system were investigated. The article considers the main risks of starting the system at the level of a credit institution, gives their assessment and the degree of influence. Implementation phases and areas of responsibility of the system at service start-up are considered. The necessary conditions and digital prerequisites for creation of electronic queue management system in commercial banks based on the latest digital technologies and skills are analyzed. Modular processes of the system are considered and the main channels of access to the electronic queue control system are presented. A brief description of the capabilities of employees to work in the system was given and conclusions were drawn from the results of a scientific study on the feasibility of using a queue management system in the banking sector.

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This article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made.

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Publisher

European Publisher

First Online

25.09.2021

Doi

10.15405/epsbs.2021.09.02.203

Online ISSN

2357-1330