In the days of COVID-19 crisis and lockdown, digital government has suddenly become an essential service. By and large, many governments have risen to the challenge. Digital teams have worked day and night to provide emergency services (such as financial support to the self-employed) and collaboration tools (videoconferencing for meetings, digital signature for decisions).
But the rush couldn’t hide the fundamental weaknesses of “normal” digital government services. Far from making things better, the surge in use has revealed a host of underlying problems which policymakers must move decisively now to address.