Impact of Pandemics on e Government Services: A Pilot Study

Abstract

Focusing on COVID-19 as a prime example, this paper reports on a pilot study on the impact of wide-ranging catastrophic events like pandemics on the demand for and the supply of e-government services. Such e-services in general are of great consequence for enduring socio-economic development but may become especially important in crisis situations. The purpose of the study is to identify the specific issues related to providing necessary e-government services during and in the aftermath of an outbreak and ensuring the continuance of essential public services operations. This research provides a basis for managing and responding to such events in the future and help maintain and perhaps improve the e-government services that are most needed. The pilot study was conducted in a municipal administration in Poland. Based on interviews with city administrators and technical staff involved with providing and maintaining e-government services, the issues faced due to COVID-19 as well as the reactions and responses to these issues are investigated to develop guidelines for future handling of similar crises