The IS TAXISnet and new eServices as tools to assist citizens of Greece during the COVID-19 pandemic: A case study

This research is focused on how the Information System TAXISnet and other new eServices have managed to assist citizens of Greece fulfill basic related tasks, during the COVID19 pandemic. It is, also, trying to explore and study how these unique circumsta nces accelerated the digital transformation of Greece during this period. This approach has been considered by the author as an interesting aspect of the subject, due to awareness for egovernment the digital immaturity of Greece and the lack of citizens’ services before the COVID19 pandemic. COVID 19 has been a strong motivator for the Greek government to create and apply a lot of updates and new features in its information systems. There has been a large effort from the government to re servic es and link them with the main system, to-- design old simplify procedures and as a result to improve the end user’s experience. This study will explore, from an end user’s perspective ‘if’ and ‘what’ changes occurred and how the users have been influenced by the actio ns of the government. A qualitative research has been conducted and five interviews have been analyzed in order to extract the empirical data and reach to specific results. The respondents’ experiences enriched the analysis and interesting outputs will be presented and described in this research. It was proven that citizens indeed used TAXISnet more during the pandemic, they enriched their knowledge of the system and mentioned positive feedback related to the provided assistance, while issues and proposed u pdates were also discussed