Sustainable Digital Transformation in Public Service Post COVID-19

Abstract

The digital transformation of public services is perceived to be a necessity rather than an option for any government, and the COVID-19 pandemic has pushed the necessity of digital transformation and why it is crucial to any government agencies. To stop the COVID-19 virus from spreading, the public's physical movements were limited. This meant that the public had to rely on their governments' digital presence to make sure they could always use public services. The pandemic also highlights the important role of the government to provide reliable and trustworthy information to citizens as ‘infodemic' on the virus was rife. Citizens' experiences in using public services during the pandemic show the progress and preparedness of a government in embracing innovations. This chapter is a qualitative case study of public sector digital transformation during the pandemic.