The United States government recently passed legislation and stabilization packages to respond to the COVID-19 (i.e., coronavirus disease 2019) outbreak by providing paid sick leave, tax credits, and free virus testing; expanding food assistance and unemployment benefits; and increasing Medicaid...

The techniques and technologies of customer service, as introduced under the guise of e-government, have brought certain aspects of public service users into sharp focus, but at the expense of other aspects. It is hypothesised that this effect may lie behind the failure of half a decade of...