Inserção da tecnologia nas agências bancárias de Dourados-MS na perspectiva dos funcionários

Abstract

Digital technology has changed the configuration of the banks in recent years, and has become a key strategic business. The banking sector is the that most invests in technology in the country, once Brazilian banks are worldwide known for the quality of products and services offered to their customers and most of them with a strong use of technological resources. The spread of new digital technologies has also impacted Brazilian banking activity over the years. The transformations were accelerated with the creation of new channels of relationship between banks and clients, which enabled the self-service eliminating the need for physical care, thus, consequently, contributing to the reduction of employees in the agencies and demanding training from those who remain. This study has as general objective to verify what has happened in the banking branches of Dourados - MS with the insertion of technologies and how the workers perceived this insertion. For this, a qualitative / quantitative and descriptive research was developed involving 10 agencies and 60 employees who set out to answer the research instrument, which was a questionnaire applied to employees of private banks and credit cooperatives. The categories of analysis involved aspects such as: identification of the incentives and capacities offered by the institutions regarding the digital technology implemented and its users; individual initiatives in search of new skills; changes in organization in relation to the deployment of technologies and future perspectives in relation to employment. Among the main results, the positive and negative aspects of the implementation of digital technology in the agencies, such as changes in relation to work, encompassed demands of new skills and capacities, insecurity from employees in dealing with technology in the future work, and with the loss of employment, an increase in layoffs and a decrease in the number of hires. In contrast, the insertion of the technology facilitated the accomplishment of the activities, the agencies had adequate technical support to receive them and few employees that demonstrated resistance to them.