Representação de processos bancários em grafo

Abstract

Maputo, 5/22/2026 VIII Abstract Commercial banks in Mozambique play a central role in the national economy by supporting business growth and ensuring the financial management of families. In recent years, these institutions have expanded access to financial services, bringing them closer to a growing number of citizens and reinforcing their importance in everyday society. Access to banking services directly influences the population’s quality of life by providing greater security for savings, facilitating access to credit for personal projects, and enabling essential payments. Therefore, an efficient and functional banking system constitutes an indispensable element for strengthening financial inclusion and promoting the country’s economic and social development. To ensure this operation, banks are organised between branch offices, responsible for receiving requests, and central services, responsible for validating operations. Thus, the execution of any banking service depends on continuous communication and coordination between these two units. However, banks still face difficulties in integrating services that depend on successive stages. In practice, when a request is completed, the customer is required to return to the bank merely to request the next stage of the process, since the system does not automatically ensure such continuity. This inefficient flow causes customers to lose time and contributes to the overload of branch offices, resulting in long and time-consuming queues. For banks, this situation implies greater resource consumption and increases the risk of customer dissatisfaction due to delays and excessive bureaucracy associated with service delivery. In this way, the absence of continuity between services negatively affects not only the daily lives of families, but also the operational efficiency of banking institutions themselves, making processes slower and more costly. Given this scenario, the present dissertation proposes an analysis of the current structure of banking services in order to identify the failures that compromise process continuity. The aim is to develop an integrated solution designed to adapt to the existing environment without requiring the replacement of current systems or excessive investment. This proposal seeks to promote a more efficient and low-cost operational structure by providing the necessary framework to unify isolated services, reduce operational costs, and improve the efficiency of customer service delivery. The methodology adopted in this work was based on a mixed approach, combining qualitative research, documentary analysis, and technical modelling. Initially, direct observation of operational Maputo, 5/22/2026 IX processes and analysis of the systems used within the institution under study were conducted in order to identify limitations related to fragmentation and process continuity in banking services. Subsequently, concepts from Graph Theory were applied to formally model the lifecycle of processes, complemented by the development of an integrated infrastructure composed of a central API and a web-based management platform. Finally, technical and performance tests were carried out to validate the feasibility of the proposed solution within heterogeneous operational environments