The Role of Electronic Applications in Transitioning and Developing the Performance of Digital Government Services: Tawakkalna Application for Covid-19 in Saudi Arabia

Abstract

The Covid-19 pandemic has witnessed the emergence of a new and vital dimension in digital government service – a way of dealing with the outbreak and keeping citizens a s safe as possible. However, it is important to know what citizens themselves think about the applications they have to use. This paper explores Saudi citizens’ attitudes and experiences with the Saudi government’s smart app Tawakkalna, which provides these services, as expressed on the Twitter hashtag # Tawakkalna. A random sample of 766 tweets were analysed during the period 31. 3. 20 to 26.3.21using a theoretical framework comprising the social constructionist approach, the third electronic wave theory and the Information Systems Success model. The analysis showed that Saudis were largely positive about the services provided and that any negative comments were to do with technical difficulties encountered. The government and other private institutions had a major role in persuading citizens to adopt the app, although influential individuals also had an impact. The study confirmed Twitter as an ideal platform for measuring Saudi public opinion.