Abstract
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The Covid-19 epidemic, emerged in early 2020, has brought major changes to the lives of people in every country around the world. Epidemiological measures have led to a decline in the role of some sectors, while others have seen huge growth. The Covid-19 pandemic has reached almost every part of the world, triggering transformations in the social and economic life of national economies in different ways. The pandemic has shown that everything in our world is connected. Changes in the way people live, work, communicate, etc., and restrictions in everyday life have made some countries more resilient and others more difficult to manage. In general, the value added of the EU economy fell by 5.8% on average, while in Hungary it fell by 9.7%. The epidemic only brought positive changes for companies in the communications and financial services sector. The unfortunate outbreak and management of the COVID epidemic has not only intensified the need for effective communication with clients, depending on administrative responsiveness and resilience, but has made it downright unavoidable. The resources at the disposal of public administrations need to be reinforced, while at the same time being deployed according to different priorities. Effective and efficient crisis management also requires the use of new methods, affecting the organisation, procedures and staff of public administrations. In our study, we want to assess the impact and consequences of the Corona virus on customer communication and customer relations in public administrations, preferably with a Central European view, from a three-year perspective. Public administrations in all countries are increasingly using ICT tools as a result of technological progress. In Hungary, over the last decade, the government has increasingly communicated with customers electronically, with the development of one-stop administrative shops, customer identification and, for example, electronic health systems. We would like to look at by a statistical analysis how e-government has changed before and after the COVID virus, how community platforms have been integrated - if they have been integrated - and how they are reflected in the interaction between public administrations and customers, in e-government.
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