E-Government Services Introduction Effects in the Covid-19 Pandemic: 2020–2021 Surveys Results

Abstract

The paper analyzes the development features of e-government services, based on the residents’ surveys results. Theу were conducted in St. Petersburg in 2020 and 2021. The first survey was conducted prior to the introduction of face-to-face restrictions in March 2020. The survey was aimed at getting citizens' opinions on the relevance, trust and attitude towards the «smart city» services. This survey was conducted on a representative sample in multifunctional city centers. Based on survey results, it was decided to conduct an online survey in the summer of 2021 to analyze the services, the levels of their effectiveness as perceived by citizens. This survey was conducted on a representative sample of the population using the Anketolog.ru system. The article presents the results of a surveys comparison. As a study result, the most popular electronic services were identified, as well as stable factors influencing the success of their implementation. It was found that the pandemic has only increased the demand for electronic services in three areas: health, security and transportation. The development dynamic of services was determined, their advantages and disadvantages were named. It is assumed that the economic and temporary benefits from the use of services by citizens will increase. The article also contains guaranteed achievements in the services implementation. The key obstacles are a high level of trust in the authorities, as well as ensuring the safety. It is assumed that the electronic services use level will continue to increase after the coronavirus pandemic. It is concluded that electronic services make it possible to optimize the public administration structure and accelerate the civil society development in Russia.