EY: Technology is Being Used Effectively in the Fight Against the Pandemic [STUDY]

The pandemic has caused not only changes in the economy, but also in citizen–state relations. Societies began to demand that governments above all protect citizens' health and provide livelihoods. At the same time, states had to increase their activity in digital channels to reach the widest possible group of citizens with information.

Lower trust in governments

According to EY's global study "How a digital government can connect all citizens," only slightly more than half of respondents (53%) believe that governments are effectively using technology in the fight against the coronavirus. Nearly one-third (32%) treat digitalization in public services as one of the three most important priorities if governments want to improve their quality.

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How effectively are the government and public sector using digital technology to fight the pandemic?[/caption]

- Our research and experience from recent months allow us to expect a further increase in the importance of technology, also after the pandemic ends. The private sector realized this very quickly and emphatically, and without delay and as quickly as possible – as far as an industry where this was possible is concerned – moved its operations to digital channels and is still improving its products and services and building positive customer experiences in these channels. Governments have fallen somewhat behind in this competition, although it must be remembered that process changes in this particular area do not proceed – and by their very nature will not proceed – as quickly as in the private sector. Nevertheless, both from the global study and from Polish surveys – for example, those conducted jointly by EY and Billennium – it follows that citizens had problems accessing public services. In our study, 23% of respondents indicated problems with the closure or restriction of access to offices, the Social Insurance Institution or the labor office – that is nearly one in four citizens. Also interesting, more than half of respondents would willingly handle official matters online, without the need to visit an office. This is one of the most frequently indicated, most popular activities that Poles would gladly move to the online channel – says Marcin Bartoszewski, EY Poland Consulting Innovation Leader.

Concerns about growing inequalities

How is technology in the fight against the pandemic changing citizen–state relations?

Digitalization of the state, however, brings not only benefits but also challenges. Although 72% of those surveyed by EY believe that technology improves quality of life, along with the development of state-citizen communication in digital channels, they fear deepening social inequalities (32%), increased power in the hands of those who already have it or are wealthy (34%), while 32% believe that technology will worsen relations in communities. Nevertheless, there is a need to develop digital skills. 61% of respondents declare that they would use government training programs if they were available.

- The digitalization process, which accelerated as a result of the pandemic, will not stop and there is no turning back from it. What has been achieved so far will probably stay with us for years, and further digital solutions are either already just around the corner or are being intensively worked on. In addition to the purely technological challenges associated with this, challenges of a social nature will remain no less important, to which governments and public administration will pay particular attention, as they must reach all citizens with their services, regardless of education level, age or place of residence. On this path, governments will have to face many challenges before it becomes possible to serve citizens online on the same scale as the private sector does today. In addition to the problem of digital exclusion, public administration will also have to assure citizens that the solutions prepared for them are fully secure. Transparent information about the use of personal data will also be necessary, because as EY's study shows, only a small group of respondents would agree to its transfer between administrative units or private companies working to improve the quality of digital citizen services – adds Marcin Bartoszewski.

About the study

The study was conducted in cooperation with Ipsos MORI. From July to September 2020, interviews were conducted with more than 12,000 respondents in 12 countries (Australia, Brazil, France, India, Japan, Malaysia, Mexico, Germany, South Africa, the USA, the United Kingdom and the United Arab Emirates). In each country, respondents were a group representative in terms of age, gender and occupational status.

Summary

The EY report shows that the pandemic forced an acceleration of digitalization in citizen–state relations. At the same time, only 53% of respondents believe that governments are using technology properly in the fight against the coronavirus, and nearly one in three respondents indicates digitalization of public services as a priority.

EY expert Marcin Bartoszewski draws attention to the need to eliminate digital exclusion and build trust in online solutions. An interesting fact is that 61% of citizens would use government training programs in digital skills, which shows the potential for developing human capital in this area.