Keywords
RPA
Organizational performance
How to Cite
Abstract
This study examined how digitalization and automation of administrative processes influenced operational efficiency and which conditions enhanced or constrained these effects. An exploratory and descriptive integrative literature review included eleven articles published between 2022 and 2026. Studies were classified by method, context, indicators, findings, and limitations, distinguishing operational measurements, perceptions, and secondary syntheses. The thematic analysis indicated potential reductions in processing time, costs, and repetitive effort, together with improved standardization, traceability, and availability. However, the largest quantitative gains came from bounded case studies, and accelerating a task had a limited effect when waiting times dominated the entire cycle. Implementation conditions included process selection and mapping, data quality, integration, governance, maintenance, and workforce preparation. The review concluded that benefits depended on process characteristics and should be assessed through end-to-end indicators covering processing time, waiting, errors, rework, total cost, and residual workload. It offered a managerial synthesis of these indicators while acknowledging its non-exhaustive search and heterogeneous evidence.
References
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