ABSTRACT
The COVID-19 outbreak tremendously increased the online purchase behaviour of consumers in most parts of the globe, induced higher demand for the delivery staff, and eventually resulted in a stricter working condition and shortage of delivery staff. Seldom research focuses on this emerging delivery workers' woes. This research embarks on a case study to appraise delivery workers' effectiveness, obstacles, and scenarios as unfolded and encountered during the COVID-19 period. The study analyses the factors that influence the delivery works in various sectors' workplace settings and makes recommendations for the logistics sector's digital transformation, particularly for firms that manage courier services, distribution centres, and e-commerce websites. The Root Cause Analysis (RCA) is utilised to create a proposal to assist the companies in avoiding similar future risks, particularly from parcel delivery staff. © 2022 IEEE.