PostBus Ltd. is one of the largest passenger transportation companies in Switzerland, employing over 2.500 bus drivers who represent one type of their frontline workers. These bus drivers drive primarily and do not have much time to engage with the digital world. To keep pace with the digital transformation, PostBus Ltd. has given them payable iPads so that they can view their instructions and other operationally relevant documents digitally and at a reasonable size. A “Mobile Information Terminal” tool, which has been in use up to now, enables one-way communication and data storage. This has enabled partial integration of the bus drivers to date. Since Swiss Post, of which PostBus Ltd. is a part, has decided to use Microsoft 365 (M365) as its main cloud service medium, PostBus Ltd. can now fully integrate its drivers thanks to M365. However, two questions arise: how can cloud services and productivity tools support the specific work requirements of bus drivers at Postbus Ltd. and how can PostBus Ltd. manage the digital transformation of their bus drivers.

This master’s thesis examines how M365 as a productivity tool and cloud service can be integrated into the everyday working life of bus drivers to optimize communication, document management and organizational processes and thereby realize full integration at PostBus Ltd.

The result is a digital transformation model which five phases and five cross-phase enablers, based on scientific and practical knowledge. It creates optimal conditions for a successful and sustainable digital transformation of PostBus Ltd.’s bus drivers as frontline workers.