DO NEW CIRCUMSTANCES CHANGE ROUTINES?

PUBLIC ADMINISTRATION AND SERVICE DELIVERY DURING THE COVID – 19 PANDEMIC IN THE WESTERN BALKANS

The COVID-19 outbreak introduced significant changes in our everyday lives. Online platforms for video communication and commerce sales are booming, while the population is, by and large, changing its habits. Particularly hit are service delivery systems where both service providing institutions and their clients had to accommodate to the new modes of interaction. In this way, the pandemic has also raised important questions about the nature and quality of administrative services in these extraordinary circumstances. As our direct contacts with institutions have been minimized, the relevance of electronic services (e-services) as
primary means of interaction with public administration gains importance.

Full policy brief in English available here.