Unpredictable Public Transformation in the Wake of Black Swan Events: COVID-19 and Teleconsultation

Black swan event has led to unpredictable digital transformations, forcing the government to implement digital policies. The continuous intention of digital solutions is crucial for the development of public programs. This study uses COVID-19 and teleconsultation as examples to explore the public’s continuous transformation, analyzing data from 285 Taiwanese patients with positive COVID-19 screening and mild or no symptoms through PLS-SEM. Results show that under the sudden institutional coercive pressure of the pandemic, teleconsultation self-efficacy emerges as a critical factor for continued intention. The government ensures that these policies are effective in increasing public intention and satisfaction. Overlooking the relatively limited impact of digital resource support results in a disparity between policy and resource effects, thereby influencing the continuous intention. This study reveals the government’s impact on the public’s digital transformation in the context of Black Swan event and the health sector in public administration, providing academic and practical implications.