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

Sammanfattning: 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.