Sustainable Management Practices Through Digitalisation in the Service Sector: A Study with Reference to the Indian Financial Sector

Abstract

 This research paper discusses the interlink between digital transformation and sustained management practices in the services sector, with particular emphasis on the Indian financial system. It explores the way in which highly advanced digital technologies, such as Artificial Intelligence, Blockchain, and Big Data Analytics, facilitate the aims of Environmental, Social, & Governance (ESG) criteria in emerging countries. The analysis adopted in the research paper involves a mixed research methodology to conduct a systematic review of current literature (2020-2025), with a complementation of the analysis with the data collected from ESG disclosure statement analysis among major financial institutions in the Indian context. The analysis also involves an analysis of the BRSR statement with support from thematic analysis derived from preparatory regulatory statements released by RBI, SEBI.     Results clearly show that technological advancements have considerably improved the operational sustainability, financial sustainability, and transparency in Indian financial services. Digital Public Infrastructure, namely UPI & AA, has resulted in improving the social dimension of sustainability. New emerging failures, like digital pollution, cyber risk, and algorithmic bias, challenge the sustainability gap. From the findings, it is apparent that consideration among management paradigms to incorporate cyber sustainability is essential to achieve robust, sustained financial sustainability in the Indian context.