Impact of COVID-19 on e-government: a pilot study of Poland

Catastrophic events like COVID-19 cause substantial material losses and significant harm to the public. However, such events may also accelerate socioeconomic developments such as increased digitalization of economic and societal activities, including e-government services. These services become especially critical in crisis situations , providing a vehicle for administrative responses and ensuring social and economic functioning. This paper reports on a pilot study on the impact of COVID-19 on the demand for and the provision of e-government services in a municipality in Poland. Interviews with city administrators and technical staff involved in providing e-government services during COVID-19 are the primary data sources. Issues identified relate to changes in work regulations, adjustments to operations, shifts in volume and types of services, and changes in employee attitudes and behaviors. Employing focusing event theory in interpreting the results, this paper contributes to the literature on information and communication technologies, especially e-government in local administrations.