Digitalization of Business and Public Organizations—Communication Problems with IT Companies and Possible Solutions

Abstract

The paper outlines communication problems between IT companies and organizations from the sectors of logistics and that of court administration in Bulgaria connected with digitalization of activity. The research aims to identify the main problems and forms of communication between IT services client organizations and IT companies, expectations of various participants in the process and suggest directions for more effective clarification of the assignor’s requirements toward the contractors of IT services A specific aim of the research is to check whether there are significant differences in the problems organizations from the public sector and those from the business one experience in communicating with servicing IT companies. Structurally, the report consists of three parts—the first one clarifies the conceptual framework for relationship management between assignor organizations and IT companies, emphasizing on well-established good practices of IT Service Management. The second part presents the results of an empirical research and the research methods are explained, including desk research, in-depth interviews, focus-group interviews, and questionnaire survey. The third part summarizes results, differences, and shared difficulties in digitalization for logistic businesses and court administration. Paths are suggested for improving communication between assignors and IT service providers with an accent on the stakeholders to attract at the initial stage of the process, expanding IT managers’ competences and the roles they perform. Conclusions are made about the higher education sector in Bulgaria and IT managers training.