From recovery resilience to transformative resilience: How digital platforms reshape public service provision during and post COVID-19

ABSTRACT This paper investigates how government-sponsored digital platforms facilitated the transition from recovery resilience during COVID-19 to transformative resilience of city-level service provision post COVID-19. Using an in-depth case study of the Weijiayuan platform implemented in the Jiaxing City of China, we found that digital platforms played critical roles in both stages of COVID-19 and helped facilitate the transition from recovery resilience to transformative resilience. This transition was made possible by four conditions: adopting and experimenting digital platforms with public entrepreneurship, achieving a critical mass of usership, incentivizing the coproduction of public services, and generating accountability mechanisms for government responsiveness.