A remarkable story which helped in transforming a bureaucratic organization, to a customer centric organization. This experience may inspire several government / private organizations to modify or adopt digitisation to transform their business, notes Professor N Ravichandran (retd).

Whenever there is an evaluation scheme, it is human tendency to score as high as possible. None would like to highlight their shortcomings, and everyone likes to highlight their positives. This is what is happening in this context of rankings as well, points out Profesor N Ravichandran.