Digital Transformation in the Hungarian Business Services Centers

Abstract

The business service sector has been the most dynamically developing sector in the past 15 years not only in Hungary but in the whole Central Eastern European region. Now approximately 110 business service centers operating in Hungary employ about 55,000 foreign language graduates directly, thus having a significant impact on the domestic development of the service sector. As in other segments of the economy, significant advances have been made in the business services sector as well with the new wave of digitization. The aim of research was to reveal the latest developments in digitalization and automation that will contribute to the efficiency goals of the business service sector. An extensive questionnaire and interview research were conducted in participation with the management of domestic service centers. The research revealed the current level of digital maturity in the Hungarian business service sector, identified which new digital technologies have the greatest role in transformation, the prevalence of the latest digitization and automation technologies, their contribution to organizational operation, and the project management challenges that these technologies face. As an additional result of the research, a number of hypotheses were formulated on how digitization affects the future of the sector, as a result of digital transformation what kind of transformations are expected in the number of employees of business service centers, with the added value of the services provided, where the service centers will be in the organizational hierarchy and the value chain with other organizations in few years.