Can the Pandemic Accelerate the Adoption of Public eServices?
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Can the Pandemic Accelerate the Adoption of Public eServices?

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E-services are becoming more widely used in government administrative tasks to make processes such as passport applications and license renewals more accessible and efficient. Through the convenience of the internet, these services are now also being used by businesses to handle different processes, such as online transactions and customer service requests. With the age of the COVID-19 pandemic still present in society, there’s an even greater need for e-services in government and business processes to continue running in these changing times, whether it’s banking software solutions or other technologies.

It may also be the catalyst for more efficient solutions such as public e-services despite the difficulties brought about by the Coronavirus. Here are the ways that it has accelerated the need for e-services for public use.

E-Services as Information Portals and Resources

What started as solutions to address the urgent need for information about the virus turned into a resource for the public’s reliance on government platforms and services. Different countries displayed different uses for government e-services, with some launching online dashboards to find information efficiently and others using digital technology to empower local governments to communicate with their citizens. Some even went as far as offering virtual doctors to provide medical services safely amidst lockdowns.

The Importance of Chatbots

Chatbots were already widely used before applications during COVID-19, and they will be even more relevant after the pandemic is long gone. Known mostly for their use on e-commerce sites to answer frequently asked questions, more advanced software support has enabled businesses like online grocery startups to send out automated customer support responses to customers. There are also bilingual chatbots that can guide shoppers and make suggestions based on their purchase history. These e-services allowed businesses to provide products and services to customers despite their staff’s physical absence on the premises.

Business, E-Services, and Internet Providers

Different government offices and businesses have swiftly shifted into the e-services sector. This is especially true for the banking and finance sector, which has taken advantage of banking system software to make their online banking portals and apps fully functional with more services. For instance, pre-Covid, some banks may have required a client’s physical presence to open an account. With the current situation, they have now opened such services to customers using their online portals and apps.

However, the success of these e-services depends on the availability, quality, and affordability of internet connections in the country, which is highly dependent on its income level. Countries that prioritise cheap, fast internet can take full advantage of e-services during and after COVID.

E-Services and Business Applications

The downtime resulting from COVID-19 provides business owners with an opportunity to offer e-services to ensure business as usual. This is also applicable to post-pandemic situations where businesses go through scheduled or unscheduled downtimes and still continue business operations.

With the right tech consulting, banks are able to fully integrate e-services into their business ecosystem to provide more financial inclusion, customer support, and business trading. With more services being provided electronically, banks are able to market, promote, and enable transactions using several digital platforms.


It is clear that e-services have been accelerated for public use for both government bodies and businesses as a result of this pandemic. How they choose to move forward and continue using its advantages for more innovative products and services has yet to be seen. Service providers in the finance sector are especially being highlighted now with online banking and financial e-services. These examples show just e-services can empower small businesses, individual clients, and the general public not only to survive a pandemic but thrive in the future that follows.

Here at Informatics, we provide custom software development, IT consulting services, and infrastructure solutions to increase an organisation’s efficiency and operations. For the right software, infrastructure solutions, and services for your business, contact us today.

Written by Daniele Paoletti