INFORMATION TECHNOLOGIES AS BUSINESS SUPPORT TO THE SERVICE SECTOR IN THE REPUBLIC OF SRPSKA

Abstract

The service sector in Republic of Srpska, whether we talk about state institutions or the private sector, has undergone significant changes in the past decade under the influence of modern technologies. Of course, the public sector, due to its organization and the nature of its functioning, is not as proactive as the private sector, which certainly does not mean that digital transformation will bypass state institutions. The aim of this paper is through a practical example of the service sector in the Republic of Srpska to show the importance of using information technologies and its role in employee productivity. In recent years, the authors of the paper have been the carrriers of the digitalization process of the service sector of the Republic of Srpska, and the paper is a systematization of knowledge and experiences from the public and private sector. We will explain the basic causes that lead to the unproductivity of certain parts of the service sector of the Republic of Srpska, and then present business models that can overcome the current problems. The significance of the paper is primarily reflected in the presentation of business process management models with the help of information technology that stakeholders could apply in their future work.