In February 2019, D. K. Ram, the executive director of liquid petroleum gas at Bharat Petroleum Corporation Limited (BPCL), read a newspaper headline in his office in Mumbai. The paper reported that two delivery boys had been killed while returning to a distributor of BPCL after delivering gas cylinders. Ram thought of the risks to the safety of delivery people who were transporting cash they had collected from customers. He wondered whether BPCL should seek novel technologies to digitize last-mile delivery. Would BPCL choose to implement an all-encompassing digitization payment strategy, or would it execute a phased approach that entails incremental growth in the digital realm?
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