THE Covid-19 pandemic leaves government agencies and the business sector no choice but to innovate, using information and communications technologies. Government agencies must change their ways if they are to efficiently deliver services to citizens. Businesses must change if they are to survive and continue delivering services to their customers. Change is already happening, and it is defining the new normal.

Digital transformation was not just a craze that more progressive information technology heads were raving about and promoting in their respective organizations. From merely being a buzzword, digital transformation has become essential to the survival of a business as new and emerging technologies were quickly changing engagement with suppliers and customers.