Challenges and opportunities in IT transformation of public service delivery: case of India Post

Purpose - Legacy organizations, particularly government departments, have always remained focused on technology acquisition at a low cost. However, they must balance their quest for better financial performance with a commitment to social obligations and inclusiveness. This study aims to analyze the issues faced by a public sector department, India Post, in its digitization process. Design/methodology/approach - This study takes a case-based approach to analyze India Post's digitization journey through the theoretical prism of the technology, organization and environment framework. Findings - The organization's ability to benefit from innovative technology is constrained by its outdated structure and business processes. The other constraints include the limited technological know-how within the organization and the lack of intricate organizational process knowledge of today's vendors. Practical implications - This study portends important implications for policymakers and provides a base for several inquiries for future research. This study attempted to identify the facilitators and inhibitors of digitization initiatives of a legacy government organization with extensive outreach in rural economy which policymakers can consider while rolling out digitization initiatives for public sector organizations. Originality/value - There are very few studies available as published literature which examined the digitization journey of a legacy government organization in a developing economy. To the best of the authors' knowledge, there was no published literature available on India Post's digital transformation process.