Impact of Global Pandemic on Digital Transformation at Captify

This research project analyzes the impact of the global pandemic on accelerating digital transformation at Captify. It covers research questions, objectives, literature review, methodology, findings, and recommendations.

HND in Business Management
HNTT 311: Research Project
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Table of Contents
Acknowledgement i
Abstract/Executive summary ii
Chapter 1: Introduction 1-x
1.1 Research Aim and Rationale 1
1.2 Research Questions x
1.3 Research Objectives x
Chapter 2: Literature Review x-x
2.1 Introduction of Literature Review x
2.2 Main Body (with Headings and Sub-headings) x
2.3 Conclusion of Literature Review x
Chapter 3: Methodology x-x
3.1 Research Approach x
3.2 Research Methods x
3.3 Research Methodology x
3.4 Research Instruments/Tools x-x

3.5 Sampling x
3.6 Ethical Implications x
Chapter 4: Findings (data analysis and presentation) x
Chapter 5: Discussion (data interpretation) x
Chapter 6: Conclusion, recommendations and implications for
further research x-x
References x

Acknowledgement
I would like to express my special regards for my tutor for providing me with an opportunity
to undertake this knowledge worthy project. The due guidance and support by the teacher and
my peers have been helpful for me to complete this project successfully. I learnt new things
and have developed a better understanding of academic writing with the help of this
wonderful project for which I have gratitude in my heart.

Abstract/Executive Summary
The current report has evaluated about the analysis of the global pandemic that accelerate the digital
transformation in the company. This research has covered the different research questions and
objectives that helps the researcher to get better outcomes. The next chapter has evaluated about the
different opinions of the author related to such topic. The literature has part covered the different
themes that helps the research to be more attractive by considering the view points of various authors
on the chosen topic. This help Captify to have the better digital transformation and has less use of
employees. By this it also supports the company in order to have better and faster production. The
report has also discussed the research methods used and findings by opting the questionnaire method.
This will help to conduct the better research by getting the better outcomes. In the current research
both primary and secondary methods is used to derive the best results.

Chapter 1: Introduction
Research Aim
To analyse the impact of global pandemic on accelerating digital transformation at workplace
— A study on Captify
Rationale
The reason behind conducting the study is to analyse the impact of global pandemic
on accelerating digital transformation at the workplace. The main concept which has been
identified helps in analysing the concerns related to evaluating the aspects of global pandemic
as they have affected the business and the digital transformation processes (Gabryelczyk,
2020). Pandemic is an epidemic of an infectious disease which has spread across a large
region.
Research Questions
 What is the global pandemic and various aspects related to it?
 What is the significance of digital transformation at workplace?
 What would be the impact of global pandemic on accelerating digital transformation
at Captify?
Research Objectives
 To study the situation of global pandemic and aspects related to it
 To identify significance of digital transformation at workplace
 To analyse the impact of global pandemic on accelerating digital transformation
at Captify
 To recommend appropriate strategies to Captify to promote their digital workplace
transformation

Significance
The significance of the topic which has been identified is that the impact of the global
pandemic on accelerating digital transformation at workplace. The major significance of the
topic is framed to evaluate the impact of global pandemic which helps in analysing the
concerns related to improving the digital transformations which is important for the
organization.
Chapter 2: Literature Review
2.1 Introduction of Literature Review
Literature review is being conducted for the present research and this helps in depicting the
information which has been gathered by preparing the themes related to the objectives framed
effectively. The literature review is done on the basis of different view points of authors
depicted and this has helped in evaluating the purpose of the research in significant manner
by analysing the key concerns of the topic.
2.2 Main Body (with Headings and Sub-headings)
Theme 1 — Situation of global pandemic and aspects related to it
According to Ribeiro-Navarrete, Saura and Palacios-Marqués, (2021), pandemic is an
epidemic of an infectious disease which is spread world wide and this has been the major
issue and problem which the businesses are facing. It is the major outbreak which is spread
across the regions due to which the businesses have been affected. Much larger distractions
have been caused due to the pandemic which is resulting in the adversities and calamities
caused within the environment. The pandemic has affected and triggered many social and
economic disruptions around the world. This has also affected the normal processes of
businesses and other work related operations.
As per Javed and Chattu, (2020), the aspects related to global pandemic are denoted
as addressing and pointing the concerns related to identifying the adversities which have been
affected to the operations and the different processes of the businesses at large scale. There
are different aspects which are related to the global pandemic and these are clashes between
the nations, increased social tension and discrimination, population displacement etc. Apart
from this, there are some major problems and issues which the pandemic has caused to the

people and the business. This has been the aspect which is related to knowing and addressing
the aspects related to the global pandemic being affected.
Theme 2 — Significance of digital transformation at workplace
As denoted by Selimović, Pilav-Velić and Krndžija, (2021.), digital transformation is
defined as the integration of digital technology into all the areas of the business by changing
the levels of operations in signified manner. With the help of digital transformations, the
workplace is creating value in specific manner and this helps in assembling the concerns
related to importance of digital transformations at the workplace. There is significance of
digital transformations at workplace are signified and are addressed as — digitalization helps
in increasing the productivity of the employees. More efficient management of the resources
is taken into consideration and this helps in analysing the concerns related to digital
transformations which helps in improving the systems and operations of the company.
As stated by Meske and Junglas, (2021), Digital transformations helps to enhance and
encouraging the sharing of knowledge and collaboration across the departments at the
workplace. It is also observed that there is enhancement of employee engagement and
empowerment. These are some specific terms which are identified and are analysed within
the process of digital transformation to be taken into accordance at large scale. Digital
transformation helps in knowing that there are aspects which are related to evaluating the
processes for the business operations at the workplace. This is helping to understand the
significance of the digital transformations at the workplace. \
Theme 3 - Impact of global pandemic on accelerating digital transformation at Captify
According to Wade and Shan, (2020), There are many problems and issues which
have arisen due to global pandemic and this has impacted the processes in accelerating the
digital transformations at the company. There are different types of problems and issues
regarding the global pandemic while accelerating the operations and the digitally effective
and efficient systems at the workplace. This has helped in knowing and understanding the
concerns related to addressing and notifying the aspects of impact of pandemic on the
company. There has been the decline in the sales and the profits and this has resulted in the
aspects related to the digital processes to be undertaken in appropriate manner.

As stated by Rinker and et.al., (2021), the company processes and operations haver
been impacted and this has resulted in the processing of the operations and functions within
the company at large scale. The pandemic has also demoralized the employee efficiency and
engagement towards the company at large scale. There has been the concerns related to
improvement needed so that the digital transformations takes place in smooth in effective
manner at the company. The company is also changing and framing the strategies for
removing the obstacles and problems identified at large scale.
2.3 Conclusion of Literature Review
Thus, the literature review has been successfully conducted by depicting the viewpoint of the
different authors regarding the topic which is based on analysing the impact of global
pandemic on accelerating digital transformations at workplace — A study on Captify. The
information is provided to consider the value of the research in significant manner and in
appropriate form.
Chapter 3: Research Methodology
Research methodology is the process which states how researcher intends to carry out
their study in systematic manner. It plays vital role in research in terms of forming up the
research with capabilities to figure out, collect and interpretation of data associated with
topic.
Research type –
Research type is the first and foremost component in research methodology phase, it
enables researcher to gather useful data on the basis of specific topic (Oeij and et.al., 2019).
There are two major types of research such as quantitative and qualitative. In this study
researcher has considered qualitative research type in order to get over with detailed
information and essential factors of digital transformation. Qualitative process has helped
research to bring knowledge and majority of improvement into research process.
Research approach –
Research approach can be stated as process which is usually used by researcher to
collect, analyse and interpret data systematically. Inductive approach has been taken into
consideration by researcher to form suitable conclusions through overall collection

information for identifying relationship patterns. This approach has served researcher with
benefit to raise results viability with adequate assessment for qualitative data and serving
them with innovative concerns for further analysis. Also, there are some specialized gauging
objectives which has been analysed by researcher for better understanding of data as well as
concepts.
Research philosophy –
This phase of research engages with several other sources and development of
knowledge, and usually aligned with vast assumptions for methodologies those are essential
for researcher to collect and analysis the data. Interpretivism philosophy have been used by
researcher in order to promote subjective experiences of respondents and interpreting the
study and analysing data from specific patterns. Whereas personal interest of researcher aids
to determine selected topic in depth and elaborating them into progressive manner.
Data collection –
Data collection is the foremost process to collect and monitor the data driving with the
purpose for answering particular questions and supporting in future evaluation of outputs.
Primary and secondary are two effective sources whereby researcher has considered both
methods to conduct the research with competent outcomes. Primary data has been collected
by the researcher on the basis of survey as it aids in collecting data from bunch of peoples.
By the help of primary collection sources researcher gets ability to assess results in
appropriate terms and gained better advantage in study (Selimović and et.al., 2021). On the
other hand, secondary data has been used by the researcher to identify gaps and deficiencies
in their area of study. furthermore, it has favoured them with chance to make effective
solutions and represent ideas before lodging towards broad research and primary data
collection. By following this secondary method researcher have saved their time and utilized
it effectively as conducing the research in significant terms.
Data analysis –
Data analysis refers to the process which is applied in systematic terms with logical
approach to gauge and describe information in lucrative and salient ways. Data analysis is
done through thematic analysis as framing suitable themes for topic which is being studied in
the research. thematic data analysis has considered by researcher as it allows them to analyse
specific patterns as well as themes for the better analysis. Researcher has come across with

suitable themes over provided text subjected with this research. Such themes are developed
and appreciated by applying beneficial strategies and experiences to qualitative research on
collected data for required goals. Researcher has considered configuration with research
questions stating them as most influential process for aiding with appropriate validation to
them.
Sampling –
Sampling reflects the number of participants who have been chosen for collection of
primary data. Probability and non- probability are two methods to collect the sample.
Probability sampling method is performed whereby respondents are selected without any set
selection concern. Non probability sampling is done with specific selective concern.
Researcher has made effective use of probability sampling to promote fair likelihoods to
individual as being selected (Hur and et.al., 2019). It is an effective approach which has been
significant in terms of gathering data from 30 working employees of Captify who were
selected as sample audience for this research.
Ethical consideration –
Ethics are the foremost part of the overall research which has been considered and it
cop up with ethics related to conducting research. It is mandatory that research must be
ethical, reliable and viable as it is performed with filling and signing consent form by the
participants. Moreover, inclusion of references helps in serving credibility to other researcher
assuring that data is protected from copyright sources. the research also highlights collected
data does not disclose necessitate information of participants and the overall privacy is
maintained. All the relevant standards are followed by researcher to form better efficiency in
terms of maintaining better quality outcome (Hamburg, 2019).

Chapter 4: Findings (data analysis and presentation)
Theme 1
Are you familiar with global pandemic and its
several aspects?
Frequency
Yes 20
No 5
Can’t say 5
Total 30
Interpretation – From the above it is stated that 20 out of 30 participants are having clarity
about the basic concepts of global pandemic and aspects related to them. However, other 5
participants said that they are not clear about the basic concepts. The rest 5 employee
answered they are not sure about the basic concepts of global pandemic. Thus, from the
above responses it has been examined that pandemic and various aspects aligned with them
are significant in terms of making lucrative transformation at places which assist organization

to overcome with difficulties. Whereas majority of participants are with the notion comprises
with global pandemic aspects aids to gain competitive advantages.
Theme 2
Are you clear with the basic concepts of digital
transformation?
Frequency
Yes 17
No 10
Can’t say 3
Total 30
Interpretation – From the above graph it can be assessed that out of 30 participants, 17
having clarity about the concepts of digital transformation. Whereas other 10 participants are
not having the clarity in terms of concepts of digital transformation. While rest of 3
participants stated that they are having no idea about how digital transformation works
suitably in places. From the overall responses gathered from respondents it can be clearly
stated that digital transformation is adequate factor that should be followed by organization to
gain higher possibility concerns. From secondary data sources, it has been executed that

digital transformation plays influential role in organizational development as it should be
given major consideration by business.
Theme 3
Do you believe that organization should
focus upon digital transformation?
Frequency
Yes 20
no 5
Not sure 5
Total 30
Interpretation – From the above graph it can be interpreted that 20 out of 30 participants are
in the favour that organization must comply the digital transformation at workplace to ease
the work process. However, rest 10 participants are having negative concerns and not sure
about the facts related to significance of digital transformation at workplace. These responses
and secondary source clearly indicates digital transformation at workplace will be crucial to
serve better quality of understanding and helps in employee engagement as well.
Organization can fruitfully promote their business practices and form better collaboration at
workplaces which would further assist to deal with multiple challenges.

Theme 4
Do you think pandemic has improved
digitalization of business processes?
Frequency
Yes 25
No 3
Can't say 2
Total 30
Interpretation – The graph indicates that 25 out of 30 respondents believe that pandemic has
increased digitalization of business. While 3 out 30 employees stated pandemic does not
accelerate the digitalization process in business. The other 2 of them reflected they are not
sure about the concerned topic. The above responses it highlights global pandemic has
significant role in enhancement of digitalization of business. It is most fundamental aspect for
business as it serves better assistance to accomplish growth. From secondary sources, it was
found that digitalization has gained majority chances in terms of increasing business practices
more convenient.

Theme 5
Do you think pandemic has accelerated the
use of digital channels for customer service?
Frequency
Yes 17
No 8
Can’t say 5
Total 30
Interpretation – From the above graph it indicates 17 out of 30 participants stated the
positive impact on the topic. However, other participants stated their concern in negative way
that as they are not having adequate knowledge related to the fact so they cannot provide with
suitable answers. Overall the responses highlights that pandemic increases the majority of
chances to assist digital transformation at workplace. Thus, by covering data from secondary
sources over the topic it has been figured out pandemic has major role in accelerating the use
of digitalization sources for customer services.
Theme 6
What would be the major challenge from
which organization goes through while
Frequency

implementing digital transformation
strategies?
Complex software and technology 8
Driving adoption of new tools and processes 15
Lack of change management strategy 7
Total 30
Interpretation – From the above graph it represents majority of participants stated that the
major challenging part related to transformation strategies for organization occurs due to
driving adoption of new tools and process. While rest of other respondents stated it can be
done through either having complex software and technology or lack of change management
approach. From the above responses collected from all participants it can be concluded that
new tools and process are fruitful and most challenging term which organization might have
to be deal with. From the secondary data sources, it has been figured out digital
transformation immensely requires such aspects to be conducted by organization. thus, by
following such practices in significant and systematic order organization enables to deal with
multiple challenges in easiest terms.
Theme 7
What are your views about the fact that Frequency

pandemic aids in accelerating digital
transformation at workplace?
Strongly disagree 2
Disagree 6
Neutral 3
Agree 13
Strongly agree 6
Total 30
Interpretation – From the above graph, it can be clearly represented that 13 out of 30 agree
and 6 of them are strongly agree with the fact that pandemic helps in accelerating digital
transformation at workplace. Only 2 strongly disagree with the fact. The above analysis has
shown that majority of the respondents agree with the fact that pandemic aids in accelerating
the overall digital transformation aspects in the organization. By collecting secondary
sources, it has been figure out that pandemic has vital role in accelerating digital
transformation and enhanced the work quality. Also, it has favoured organization with several
competent aspects to make valuable portion in their respective industry.

Chapter 5: Discussion (data interpretation)
From the above collected data it can be clearly interpreted that digital transformation
at workplace plays vital role as catering bunch of effectual services for organization to move
further. On the basis of above data analysis, it was easier to get over with necessitate outcome
of this chosen topic. The majority of participants stated that digital transformation serves
better opportunities and it can help business to promote its activities in more efficacious
manner. Similarly, organization should focus on digital transformation strategies to form
better work quality and effective services within their business aspects. on the other hand, the
organization also have to deal with challenge likely to be known as adoption for new tools
and technologies. It creates the negative impact on the process of implementing digital
transformation at places (Meske and Junglas, 2021). Most of the respondents were strongly
agree with the fact that global pandemic has supported digital transformation at workplaces.
From all the relevant data of secondary sources it was examined digital transformation serves
business with various opportunities and pave the way for them to growth competitive scale in
business environment. whereas most of the employee believe that organization should focus
over implementing such transformations at work places as assessing over remote working
culture which ease their working ability.

Chapter 6: Conclusion, recommendations and implications for
further research
From the above research based on impact of global pandemic on accelerating digital
transformation at workplace, it can be concluded that it one of the most significant process.
On the basis of this present research it has been figured out transformation at workplace can
enhance productivity and chances for business to promote their business process effectively.
Also, it serves better collaboration at workplace and enhance better working aspects of
employees.
On the other hand, there are some further recommendations and effective measures
which is highly recommended for organization to seek majority of attention (Schröder and
Dehnbostel, 2021). By developing feedback loop will cater effective mechanisms for
organization for understanding customer opinions. However, they must consider how to
collect feedbacks from most of the employees as it is mandatory process in rapid
understanding to favour with adequate solutions. Another recommending aspect is aligned
with implementing policies as putting correct norms in place aids in long term growth of
employees and business as well. Setting up the clear and specific guidelines for multiple
aspects will be helpful for organization to overcome with several difficulties and making their
business process more fluent.

References
Gabryelczyk, R., 2020. Has COVID-19 accelerated digital transformation? Initial lessons
learned for public administrations. Information Systems Management. 37(4).
pp.303-309.
Hamburg, I., 2019. Implementation of a digital workplace strategy to drive behavior change
and improve competencies. Strategy and Behaviors in the Digital Economy. p.13.
Hur, J.Y., and et.al., 2019. The “smart work” myth: how bureaucratic inertia and workplace
culture stymied digital transformation in the relocation of South Korea’s
capital. Asian Studies Review. 43(4). pp.691-709.
Javed, S. and Chattu, V.K., 2020. Strengthening the COVID-19 pandemic response, global
leadership, and international cooperation through global health diplomacy. Health
promotion perspectives. 10(4). p.300.
Meske, C. and Junglas, I., 2021. Investigating the elicitation of employees’ support towards
digital workplace transformation. Behaviour & Information Technology. 40(11).
pp.1120-1136.
Meske, C. and Junglas, I., 2021. Investigating the elicitation of employees’ support towards
digital workplace transformation. Behaviour & Information Technology. 40(11).
pp.1120-1136.
Oeij, P.R., and et.al., 2019. The digital transformation requires workplace innovation: an
introduction. International Journal of Technology Transfer and
Commercialisation. 16(3). pp.199-207.
Ribeiro-Navarrete, S., Saura, J.R. and Palacios-Marqués, D., 2021. Towards a new era of
mass data collection: Assessing pandemic surveillance technologies to preserve user
privacy. Technological Forecasting and Social Change. 167. p.120681.

Rinker, M. and et.al., 2021. Industry 4.0 digital transformation conference: Has the pandemic
accelerated digital transformation?. Journal of Advanced Manufacturing and
Processing. 3(1).
Schröder, T. and Dehnbostel, P., 2021. The workplace as a place of learning in times of
digital transformation–models of work-related and work-based learning and in-
company concepts. TVET@ Asia. 17, pp.1-16.
Selimović, J., and et.al., 2021. Digital workplace transformation in the financial service
sector: Investigating the relationship between employees' expectations and
intentions. Technology in Society. 66. p.101640.
Selimović, J., Pilav-Velić, A. and Krndžija, L., 2021. Digital workplace transformation in the
financial service sector: Investigating the relationship between employees'
expectations and intentions. Technology in Society. 66. p.101640.
Wade, M. and Shan, J., 2020. Covid-19 Has Accelerated Digital Transformation, but May
Have Made it Harder Not Easier. MIS Quarterly Executive. 19(3).

Appendices:
QUESTIONNAIRE
Q1 are you familiar with global pandemic and its several aspects?
 Yes
 No
 Can’t say
Q2 are you clear with the basic concepts of digital transformation?
 Yes
 No
 Can’t say
Q3. do you believe organization should focus upon digital transformation?
 Yes
 No
 Can’t say
Q4. Do you think pandemic has improved digitalization of business processes?
 Yes
 No
 Can’t say
Q5. Do you think pandemic has accelerated the use of digital channels for customer service?
 Yes
 No
 Can’t say
Q6 What would be the major challenge from which organization goes through while implementing
digital transformation strategies?
 Complex software and technology

 driving adoption of new tools and processes
 lack of change management strategy
Q7 what are your views about the fact that pandemic aids in accelerating digital transformation at
workplace?
 Strongly disagree
 Disagree
 Neutral
 Agree
 Strongly agree