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Digital Transformation in Bhutan: Culture, Workforce and Training

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Digital Transformation in Bhutan: Culture, Workforce and Training DIGITAL TRANSFORMATION IN BHUTAN: CULTURE, WORKFORCE AND TRAINING Sonam Tobgye Bachelors in Commerce (University of Delhi, India) Masters in Commerce (University of Delhi, India) Postgraduate Diploma in Management (University of Calgary, Canada) Thesis by Monograph Submitted in fulfilment of the requirements for the degree of Doctor of Philosophy School of Media & Communications Queensland University of Technology Brisbane, Queensland AUSTRALIA 2017 Keywords Digital Transformation, ICTs, E-Government, Bhutan Post, Commercially-oriented & Digitally –enabled Organization, Community Centres, Digital Divide, Poverty Reduction, Gross Organizational Happiness (GOH), Well-being and Gross National Happiness (GNH) DIGITAL TRANSFORMATION IN BHUTAN: CULTURE, WORKFORCE AND TRAINING i Abstract Digital transformation has brought about significant impact on Bhutan's traditional society and culture. It has had a major effect on culture, workforce practices and training needs within a period of just over 15 years. The transformation has brought along-with positive and negative effects. However, no studies have been conducted in Bhutan to understand the fundamentals of the impact of digital transformation. There exists a critical gap which, if the benefits of digital transformation are to be maximized (and negative impacts minimised), must be addressed urgently through credible research so as to guide the development of strategic policy instruments to take full advantage of the digital transformation. This research responds to such a need by understanding the extent, magnitude and direction of the impact of digital transformation on Bhutanese society, culture in general and, in particular, on Bhutan Post Community Centres (CCs), to recommend the best course of action that Bhutan or Bhutan Post management could take in further adopting the ICTs for its benefits while minimising its negative impacts on the same. The field research was implemented through a case study on Bhutan Post. Bhutan Post is the designated postal operator of Bhutan and CCs, which were once operated and managed by Bhutan Post on behalf of the government and but are now operated by Bhutan Development Bank Ltd. In particular, this study aimed aim at assessing the impact of digital transformation on its culture, workforce and training needs. ii DIGITAL TRANSFORMATION IN BHUTAN: CULTURE, WORKFORCE AND TRAINING Table of Contents Keywords.................................................................................................................................. i Abstract.................................................................................................................................... ii Table of Contents.................................................................................................................... iii List of Figures....................................................................................................................... viii List of Tables .......................................................................................................................... ix List of Abbreviations ................................................................................................................x Statement of Original Authorship.......................................................................................... xii Acknowledgements............................................................................................................... xiii Chapter 1: Introduction ............................................................................................ 1 1.1 Introduction ....................................................................................................................1 1.2 Research Background .....................................................................................................1 1.3 Research Context ..........................................................................................................15 1.4 Research Purpose..........................................................................................................18 1.5 The Researcher’s Personal Context ..............................................................................21 1.6 Research Questions.......................................................................................................21 1.7 Significance of the Study..............................................................................................23 1.8 Concept of Gross National Happiness (GNH)..............................................................26 1.9 Dissertation Overview ..................................................................................................33 Chapter 2: Literature Review................................................................................. 41 2.1 Introduction ..................................................................................................................41 2.2 Defining the Concept of Digital Transformation..........................................................41 2.3 Digital Transformation: A Global Perspective .....................................................52 2.4 Digital Literacy in Bhutan ............................................................................................57 2.5 Historical Journey of Digital Transformation in Bhutan ..............................................65 2.6 Digital Transformation and Bhutanese Culture............................................................72 2.7 Digital Transformation and Bhutanese Workforce.......................................................85 2.8 Digital Transformation and Bhutan Post ......................................................................85 2.9 Bhutan Development Bank Limited (BDBL)...............................................................88 2.10 Conceptual Framework.................................................................................................88 Chapter 3: Research Design and Methodology..................................................... 97 3.1 Introduction ..................................................................................................................97 3.2 Research Design............................................................................................................98 3.3 Study of Participants’ Responses..................................................................................99 3.4 Rationale for Choice of Qualitative Approach ...........................................................101 3.5 Rationale for Choice of Case Study............................................................................102 DIGITAL TRANSFORMATION IN BHUTAN: CULTURE, WORKFORCE AND TRAINING iii 3.6 Interview as a Method of Data Collection.................................................................. 104 3.7 Sampling Strategies: Participants and Sampling........................................................ 105 3.8 Research Participants ................................................................................................. 106 3.9 Interview Questions ................................................................................................... 110 3.10 Primary Data .............................................................................................................. 110 3.11 Secondary Data .......................................................................................................... 112 3.12 Gaining Access and Research Ethical Issues/Ethics Approval.................................. 113 3.13 Interview Procedure ................................................................................................... 113 3.14 Audio Recorded Interviews........................................................................................ 114 3.15 Maintenance of Anonymity........................................................................................ 115 3.16 Participants’ Demographics ....................................................................................... 115 3.17 Participants’ Gender Ratio......................................................................................... 116 3.18 Data Transcription...................................................................................................... 116 3.19 Data Coding ............................................................................................................... 119 3.20 Descriptive Results/Findings ..................................................................................... 119 3.21 Reflections on Validity and Reliability...................................................................... 122 3.22 Validity....................................................................................................................... 122 3.23 Reliability................................................................................................................... 123 Chapter 4: Data Analysis and Presentation......................................................... 125 4.1 Introduction................................................................................................................ 125 4.2 Data Collection .......................................................................................................... 126 4.3 Participants’ Responses.............................................................................................. 126 4.4 Impact Analysis.........................................................................................................
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