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Authors
Advisor(s)
Abstract(s)
A digitalização assume-se como uma nova revolução multi-dimensional. A sua existência é hoje um imperativo de comunicação, de interacção, de competitividade, de produtividade, de tempo, inovando ou transformando as sociedades e os indivíduos. A oferta, a procura, os negócios, os processos e os canais de interacção são exemplos concretos das diferentes formas de alavancagem digital. Esta realidade caracteriza transversalmente os diferentes sectores de mercado, no entanto, encontra em sectores mais competitivos, como é o caso do sector financeiro, um eco plural que se materializa nos seus diferentes intervenientes: Instituições Financeiras, Funcionários, Clientes, Fornecedores,... Neste mercado, as ofertas ao nível de sues de home-banking, assumem-se como apostas ganhadoras, mas, para manterem o nível de qualidade demonstrado, necessitam de oferecer serviços cujo valor apercebido pelos clientes seja uma realidade. Um exemplo dessa necessidade são os extractos e/ou as facturas electrónicas, que vão retirar todos os beneficios quer das novas realizações tecnológicas, quer das novas formas de gestão e relacionamento on-line: cross-sell; up-sell; redução de custos; novas oportunidades de negócio; novos clientes;... O objectivo central deste estudo é perceber qual a sensibilidade do sector financeiro relativamente à possibilidade de disponibilizar aos seus clientes extractos e facturas em formato electrónico (soluções de EBPP- Electronic Bill Presentment & Payment e de ESD- Electronic Statement Delivery). Para que a conclusão relativamente ao objectivo central do estudo seja clara, em primeiro lugar, há que compreender um conjunto de factores internos e externos ao sector financeiro - nível do desenvolvimento tecnológico; canais de interacção e comunicação de informação; necessidade de redução de custos operacionais; perfil dos clientes; necessidade de personalizar a oferta; taxas de adesão aos canais digitais, principalmente ao e-mail e à internet;... - que quando perfeitamente conjugados justificam a viabilidade económica de tais projectos. Do estudo empírico verificou-se, uma apreciação positiva dos factores supra citados, o que permite afirmar que o sector financeiro tem uma forte apetência para o lançamento de iniciativas de ESD/EBPP. Facto comprovado através da opinião expressa pelos inquiridos do estudo — quer internos, quer externos -, que afirmaram a elevada criticidade dos extractos e facturas electrónicas para o sector financeiro, considerando-os mesmo uma fonte de beneficios.
Digitalisation becomes the new multi-dimensional revolution. It's existence is synonymous of communication, interaction, competitiveness and productiveness. This society's metamorphosis is real and creates a new way of thinlcing and being. As a reflex, business and processes becomes electronic, new digital channels arise, bringing along new ways ofleveraging the investments. Although ali kinds of markets assume this digitalisation as a way of living, there is a special one, the financial market, in which this assumption is crucial, due to one key factor: competitiveness. In this particular market, ali the entities evolved in the value chain life cycle are calling for digitalisation: financial institutions, employees, customers and suppliers. When we analyse the e-world initiatives, mainly the Internet ones, it is easy to understand that the success of the home-banking initiatives are particular islands in a flop-oriented e-business reality. Nevertheless, to maintain this special value on the buy side, new business services must be developed and delivered in this arena. One of the issues that must be looked as an opportunity in this electronic world is the possibility to delivery bilis and statements by electronic means, in order to join several benefits in one particular solution: cross-sell; up-sell; costs reduction; new revenue; new customers;... The main purpose of this study is to understand the sensibility of the financial market relatively to the delivery of electronic bills and electronic statements to their customers (EBPP: Electronic Bill Presentment & Payment e de ESD: Electronic S'iatement Delivety). In order to understand the present study's conclusions, first, we must start by being aware of a variety of internai and externai issues — technology development levei, interaction channels, need for costs reductions, customer profile, need for personalization, new digital channels adoption rates, mainly email and Internet. These issues, when perfectly combined, justify the economic viability of such projects. From the study, we conclude that exists a positive reaction to the above mentioned issues. This means that the financial market has a strong relationship with the possibility of delivering electronic bilis and electronic statements to their customers. This fact is assumed from both internai and externai sides, which confirms the imperative of offering ESD/EBPP solutions, leveraging ali their benefits.
Digitalisation becomes the new multi-dimensional revolution. It's existence is synonymous of communication, interaction, competitiveness and productiveness. This society's metamorphosis is real and creates a new way of thinlcing and being. As a reflex, business and processes becomes electronic, new digital channels arise, bringing along new ways ofleveraging the investments. Although ali kinds of markets assume this digitalisation as a way of living, there is a special one, the financial market, in which this assumption is crucial, due to one key factor: competitiveness. In this particular market, ali the entities evolved in the value chain life cycle are calling for digitalisation: financial institutions, employees, customers and suppliers. When we analyse the e-world initiatives, mainly the Internet ones, it is easy to understand that the success of the home-banking initiatives are particular islands in a flop-oriented e-business reality. Nevertheless, to maintain this special value on the buy side, new business services must be developed and delivered in this arena. One of the issues that must be looked as an opportunity in this electronic world is the possibility to delivery bilis and statements by electronic means, in order to join several benefits in one particular solution: cross-sell; up-sell; costs reduction; new revenue; new customers;... The main purpose of this study is to understand the sensibility of the financial market relatively to the delivery of electronic bills and electronic statements to their customers (EBPP: Electronic Bill Presentment & Payment e de ESD: Electronic S'iatement Delivety). In order to understand the present study's conclusions, first, we must start by being aware of a variety of internai and externai issues — technology development levei, interaction channels, need for costs reductions, customer profile, need for personalization, new digital channels adoption rates, mainly email and Internet. These issues, when perfectly combined, justify the economic viability of such projects. From the study, we conclude that exists a positive reaction to the above mentioned issues. This means that the financial market has a strong relationship with the possibility of delivering electronic bilis and electronic statements to their customers. This fact is assumed from both internai and externai sides, which confirms the imperative of offering ESD/EBPP solutions, leveraging ali their benefits.
Description
Mestrado em Gestão e Estratégia Industrial
Keywords
gestão da informação inovação conhecimento saber digitalização extractos e facturas electrónicas information management innovation knowledge know-how digitalisation electronic bilis and statements.
Pedagogical Context
Citation
Pereira, Paulo Jorge Andrade (2003). “As novas formas de gestão e relacionamento on-line : os extractos e as facturas electrónicas”. Dissertação de Mestrado. Universidade Técnica de Lisboa. Instituto Superior de Economia e Gestão
Publisher
Instituto Superior de Economia e Gestão