In recent weeks, COVID-19 has forced Americans to severely alter their routines in an effort to slow the spread of the virus. Experts recommend practicing “social distancing” wherever possible. This means, maintaining a minimum distance of six feet between yourself and others, working from home if possible and avoiding public spaces. Some areas where there are a greater number of infected citizens are resorting to government-mandated closures of not just schools, but restaurants and other businesses in which there is close contact between patrons. And now, San Francisco area residents are under a shelter in place order with other cities considering the same option.
For businesses that already employ some kind of digital technology, the transition is fairly simple. Conferences and meetings can be moved to virtual environments, employees set up to work remotely, and transactions moved online. Having these technologies already in place has made the difference for some companies between going temporarily out of business and business as usual. So in a way, the novel coronavirus has emphasized the importance of modernization and digital communication.
For us, it has reaffirmed the importance of investing in digital transformation. It has been our aim to provide greater convenience to consumers by offering a variety of contact options based on their preferences and 24-hour online account access as well as superior transparency for clients by providing a full-service online platform where accounts can be managed and monitored. We now recognize these are more than conveniences, beyond the simple desire to check an account balance at midnight or edit account information without contacting a representative, they are absolute necessities. Providing digital platforms offers businesses and consumers a means to engage with each other despite physical distance, time zones, or mandatory quarantines. It allows our organization to continue to offer quality service in a way that is best for public health and safety, reaching the most vulnerable of the population without putting them at greater risk and making it easier with those facing job loss or illness to contact us and share changes in their financial situation.
Historically, times of crisis have paved the way for innovation and major sociological changes. The SARS outbreak of 2003 inadvertently made the internet a relevant form of media in China, particularly thanks to the necessity of e-commerce. Many are already predicting that remote work environments and virtual conferencing will be the new norm. While it is yet to be seen how these measures will impact the lives of citizens in the long term, one thing is certain: the way we perceive digital engagement will never be the same.