Long before the pandemic created a worldwide retreat from physical workplaces, governments around the world recognised the need to undertake a digital transformation of some kind. Many governments had started to build transformation strategies
that would support the gradual adoption of digital technologies to improve efficiency, increase productivity and enable better resource management. The main goal behind these strategies was to create the next generation digital infrastructure that would
improve the delivery of services to citizens, from personalised administrative services to tailored health services, safer care for all and customised education. Some governments had started the transformation process. Then the pandemic changed everything.
Almost overnight, governments were forced into a new reality that didn’t fit with mid- and long-term digital transformation objectives. Shutdowns changed the world from a largely in-person experience to a virtual experience for government workers and citizens. Government workforces had to quickly move entirely to remote working and governments had to adapt to find new ways to deliver services to citizens. Luckily, the availability of digital tools made the shift possible. So, while the pandemic continued to impact society, governments at all levels were able to shift operations and service delivery online.