Crisis as a Catalyst: Difference-in-Differences Evidence on Digital Public Service Transformation in the European Union

The COVID-19 pandemic forced European Union member states to accelerate the digitalization of public services, turning a gradual policy priority into an urgent necessity. This study examines the pandemic’s impact on the digital transformation of public administrations, assessing the effectiveness of digital-oriented interventions implemented during this period. Using a Difference-in-Differences (DiDs) methodology, the analysis compares treatment and control groups based on 2019 Digital Economy and Society Index (DESI) scores, with digital public services as the dependent variable. Independent variables include pre-filled forms, service transparency, design and data protection, e-government usage, internet penetration, total population, and governance quality, covering all 27 EU member states from 2016 to 2023. Data sources include DESI, Eurostat, and the World Bank. The analysis shows that countries with lower digitalization achieved the largest post-pandemic gains, with transparency, service design, and data protection significantly enhancing digital service quality. Pre-existing governance and infrastructure shaped the magnitude of these improvements, highlighting the combined role of preparedness and reactive policy measures. The findings underscore the critical role of citizens as end-users and accountability drivers in digital governance. By providing empirical evidence on pandemic-driven digitalization trends, this study contributes to policy discussions on resilience, strategic planning, and the future of inclusive, transparent e-government services in the EU.