Abstract:

This study presents a comprehensive, empirical investigation of the digital transformation at Grace Kennedy Money Services (GKMS) in Guyana, focusing on the systematic shift from traditional paper-based to integrated digital financial operations. It examines the key drivers, core initiatives, operational outcomes, and organizational impacts associated with this shift. Employing a convergent mixed-methods research design combining quantitative transaction data and qualitative stakeholder insights. The research identifies significant enhancements in operational efficiency, customer engagement, regulatory compliance, financial performance following the deployment of core digital innovations including the GK One App, direct to bank transfers, electronic onboarding systems and automated regulatory verification. These digital upgrades have positioned GraceKennedy Money Services as a leader in digital financial services within Guyana’s emerging market context. Challenges related to infrastructural constraints and user adaptation were identified and contextualized. This study contributes to the growing body of knowledge regarding digital innovation in emerging market financial institutions, explicating contextual enablers and inhibitors, and offering implications for policy design, managerial practice, and future research. The findings underscore the importance of integrating technology adoption with organisational culture and regulatory environments to realize sustainable digital transformation.

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